IT Administration Analyst

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you'll be doing

As an IT Administration Analyst, you will join CIBC's Employee Technology Services providing fulfillment and live chat support within the Service Request Management (SRM) team. In this role, you will be responsible for managing and executing access provisioning requests while also supporting end users through live chat. Your goal is to ensure seamless and efficient operations across the organization by delivering timely and accurate assistance. This role involves creating, updating, and deactivating user accesses across various systems, applications for multiple LOBs related to Contact centers, and tools while adhering to compliance standards and security protocols. This role is critical in maintaining the organization's security posture while ensuring efficient access to resources for Contact center employees and stakeholders. 

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you’ll succeed

• Analytical & Tech Savvy - You understand various technologies. You proactively monitor and manage the environment to identify potential opportunities to increase the efficiency, minimize the end user related incidents, takes preventative action and report progress. Analyze data to identify trends for validation result or issues which may require a new or update of the existing procedures. You have strong analytical skills with the ability to develop communication and deliver presentations. You have strong interpersonal, influencing and negotiating skills, as you will be needed to convey different conceptual information and ideas.
• Relationship Management - You have experienced in delivering high quality and high time sensitive results. Bring an organized, proactive, and thoughtful approach to the operations, process focusing on driving risk-free, positive experiences for end users and employees. You have the knowledge of methodologies, tools, and techniques for working with individuals and groups in a constructive and collaborative manner. You will need to build healthy working relationship and partnership. You work closely with cross-functional teams and foster clear communication with end-users to understand their access needs.  
• Manage Time and Priorities Effectively - You effectively manage multiple provisioning requests simultaneously, ensuring all tasks are completed in alignment with defined effective dates. Maintain a high standard of quality while prioritizing urgent requests and escalations, balancing efficiency, and accuracy to meet critical deadlines.
• Demonstrate Attention to Detail - You follow the established internal processes to ensure accurate provisioning and deprovisioning of user accounts, minimizing errors and mitigating security risks. Carefully review details such as permissions, roles, and effective dates, double-checking all information before implementing changes to maintain system integrity and compliance. You anticipate and resolve access-related challenges, including troubleshooting system errors.  Identify patterns in recurring issues and suggest process improvements and remain resourceful when handling escalations or critical access requests.
• Prioritize Security and Compliance - You always adhere to organizational security policies and industry standards and stay updated on new technologies and systems relevant to access management.
• Live Chat Support - Deliver excellent service by addressing inquiries, handling follow-ups, and resolving service-related issues efficiently.

Who you are

• You can demonstrate experience in. interpreting information received from the first level of response when issues are escalated, including those related to access management based on knowledge base articles. You are adept at identifying gaps in existing problem resolution processes to improve operational efficiencies. When standard procedures are ineffective, you determine alternative solutions by leveraging your expertise and referencing relevant knowledge base documentation, ensuring comprehensive troubleshooting and high-level support.
• You engage with your heart and mind. You have a strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with ServiceNow , Active Directory and Microsoft application software (Word, Excel, Outlook, etc.)
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because it’s the right thing to do.
• You're inspired by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 14th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Customer Service, Help Desk Support, Information Technology Operations, Problem Resolution, Service Requests, Technical Support, User Access, Work Collaboratively