Training & User Support Specialist

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 Document Management team supports the tools and resources our business partners rely on to manage information efficiently and confidently. As a Training & User Support Specialist, you'll help colleagues across CIBC Bank USA access, understand, and effectively use document management tools, including PrivateLink and other related platforms. You'll focus on user enablement through training, documentation, communications, frontline support, and day-to-day operational activities that contribute to a strong end-user experience. Working closely with the Document Management Product Owner, business analyst, technical partners, and stakeholders across multiple lines of business, you'll help ensure users have the guidance, access, and support they need to use these tools effectively. You'll also support adoption initiatives, maintain key user channels and resources, and capture feedback that helps improve the overall experience and informs future enhancements.

At CIBC we enable the work environment most optimal for you to thrive in your role.

You'll have the flexibility to manage your work activities within a hybrid work arrangement where you'll spend 1-3 days per week on-site, while other days will be remote.

How you'll succeed

• Training delivery - Design, update, and facilitate live and virtual training sessions, office hours, and help sessions for new and existing users to support onboarding, adoption, and ongoing learning.
• User support operations - Own the support inbox, respond to functional user inquiries, provide frontline support for day-to-day questions, and route issues to the appropriate technical or business partners when needed.
• Access administration - Support user access administration activities to help ensure colleagues can access the right document management tools and resources in a timely and effective way.
• Content management - Create, maintain, and continuously improve user-facing documentation, including frequently asked questions, job aids, quick reference guides, training content, and videos that are current, accessible, and easy to use.
• Communications and engagement - Keep user communication channels current by managing content across Viva Engage, SharePoint, Get IT, and other internal platforms, sharing tips, updates, reminders, and release-related information that supports adoption.
• Feedback and continuous improvement - Capture feedback from day-to-day users, identify common questions and pain points, track support trends, and partner with the business analyst and Product Owner to improve training materials, communications, and the user experience.

Who you are

• 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 motivated 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.
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best.
• You can demonstrate experience in training delivery, end-user support, access administration, documentation development, SharePoint content management, and user communications. It’s an asset if you have experience supporting document management tools such as PrivateLink, ShareFile, Kiteworks, Viva Engage, or similar enterprise platforms in a regulated environment.
• 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*, 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, 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.

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