Technical Systems 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

The Technical Systems Analyst is responsible for formulating system scope and objectives, validating developed requirements, testing, training and implementing applications, and providing end user support. The role performs tasks of technical depth and breadth, validating and documenting business requirements for assigned projects to ensure the maximization of operational efficiency, and ensuring project control procedures and policies are executed. The Technical Systems Analyst determines methods and approaches to projects, providing business support relative to the development, analysis and identification of process changes or system enhancements. The role uses judgement and autonomy on day to day tasks, providing operational support for projects after implementation including problem resolution and recommendations to ensure ongoing success. The role proactively addresses problems within the scope of responsibility and identifies areas for possible improvements.
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

• Tools - experience working with ServiceNow application and ServiceNow Administrator certification is a must along with a good understanding of configuration management database (CMDB) and CIs. Also, a good command of JavaScript language is an asset. Familiar with using JIRA/Confluence application, MS Teams, exposure to working in an Agile work environment. 

• Analytical investigation – strong data analytic skills and experience with a technical aptitude for scripting and automation. Demonstrate a high level of understanding in ITSM applications. Experience working closely with the ServiceNow application and modules within, including CMDB is a must have skill. Investigate hard to solve problems, make sense of information and provide recommendations for long term solutions with an aim towards increasing client satisfaction. You'll thrive in this environment if you are motivated in your ability to communicate detailed information in a meaningful way.

• Troubleshooting skills - proficient in troubleshooting issues with data feeds, infrastructure components, assets related to hardware and software in a CMDB. Previous exposure working within a CMDB environment is an asset. Research, maintain, and recommend updates to written documentation. Interact with clients to provide updates to issues or requests with the team. Escalate issues that cannot be resolved with developers and architects as required.

• Process Improvement skills – skills and knowledge on process improvement strategies, ability to come up with new ideas to improve existing processes within the CMDB operational support team, including bi-annual CI verification attestation to application owners.

Who you are

• You can demonstrate experience in interpreting information received from users related to CI records and ServiceNow when issues are escalated. Identifying gaps in existing problem resolution process to improve operational efficiencies. Determining solutions outside set procedure when a set procedure is not working, and providing high-level expertise for extensive troubleshooting.

• You have strong knowledge of ServiceNow, CMDB and scripting using JavaScript, ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with Microsoft application software (Word, Excel, Outlook, TEAMs, JIRA, 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 look beyond the moment. You make choices and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.

• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• 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, 5th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Atlassian Confluence, CMDB, End User Support, Operational Efficiency, Problem Resolution, Process Improvements, ServiceNow Platform, System Improvements, Troubleshooting