Consultant, Business Systems Analysis

CIBC; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

CIBC in Toronto is seeking a Consultant, Business Systems Analyst to support Service Request Management for Contact Center lines. You will ensure SRM requirements are met before go-live, provision access, and align with timelines to support seamless contact center operations.

You will collaborate with business, project, and application teams, focusing on access quality, risk controls, and continuous improvement.

Qualifications

• Degree or diploma in Computer Science, Business, and a related field with 3–5 years in access management.
• Experience in service request management, risk, controls, security, and governance.
• Knowledge of ServiceNow, RBAC, Active Directory, access provisioning, and workflow processes.
• Ability to analyze operational data with Excel, Power BI, or ServiceNow reporting.
• Interest in AI and automation to simplify processes and improve efficiency.

Responsibilities

• Support SRM in projects and initiatives for go-live and access provisioning.
• Provision access and support team priorities within established timelines.
• Improve access quality and strengthen compliance with policies and guidelines.
• Identify opportunities to simplify, standardize, and optimize provisioning processes.
• Leverage automation and self-service where appropriate to improve efficiency.

Skills

3-5 years experience

Critical thinking

Collaboration

Problem solving

Data analysis

Communication

AI & automation mindset

Process design

Technical writing

Python

Education

Degree or diploma in Computer Science or related field

Exposure to risk, controls, security, governance

Tools

ServiceNow

RBAC

Active Directory

Excel

Power BI

ServiceNow reporting

Job description

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

Whatyou'llbe doing

As a Consultant, Business Systems Analyst, you will be responsible for supporting various Contact Center Lines of Business. You will need to understand all aspects of provisioning required to support the Contact Centers as you will represent SRM (Service Request Management) in projects and new initiative discussions, ensuring SRM requirements are met before go-live. You are also expected to provision access and support team priorities, while ensuring access is provisioned accurately and within established timelines to support seamless contact center operations. You will focus on improving access quality, strengthening compliance by ensuring adherence to established procedures and guidelines. You will exercise independent judgment to identify opportunities and enhance existing processes.

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

Howyou’llsucceed

• Collaboration/Stakeholder partnership - Partner with business, project, and application teams to understand business needs, assess access requirements, address unclear requirements, Identify key risks and dependencies, and provide solutions aligned with SRM requirements and request Controls.
• Access quality & resiliency - Deliver first-time-right provisioning by validating requests and addressing gaps or dependencies before fulfillment. Maintain clear procedures and knowledge documentation to support consistent and resilient operations.
• Risk and controls focus - Maintain a strong focus on IT risk management, security, and compliance by ensuring all access requests are processed in accordance with established policies, controls, standards, approval requirements, and Knowledge Base guidelines. Proactively identify access-related risks, control gaps, and downstream impacts, and work with partners to address them in alignment with governance and security expectations.
• Continuous improvement - Identify opportunities to simplify, standardize, and optimize provisioning processes. Leverage automation, AI, and self-service where appropriate to improve efficiency and employee experience while maintaining security, compliance, and quality.

Who you are

• You bring relevant experience and education. You have a degree or diploma in Computer Science, Business, and a related field with 3-5 years of experience in access management, service request management, or related technology operations, with exposure to risk, controls, security, compliance, and governance. You understand how access decisions can impact security and audit outcomes.
• You are technically strong and data-driven. You have knowledge of ServiceNow, RBAC, Active Directory, access provisioning, and workflow processes. You can analyze operational data using tools such as Excel, Power BI, or ServiceNow reporting to identify trends, risks, and opportunities for improvement.
• You embrace AI and automation. You have an understanding of AI capabilities and can identify opportunities to leverage AI, automation, and self-service to simplify processes, reduce manual effort, improve accuracy, and enhance employee experience.
• You are a critical thinker and problem solver. Details matter to you. You can investigate provisioning concerns, workflow failures, data discrepancies, and process gaps, identify root causes, and make sound, risk-aware decisions.
• You are collaborative and client-focused. You put our clients first and engage with purpose to find the right approach and deliver meaningful outcomes. You collaborate effectively with business partners and technology teams and contribute to a culture of teamwork, trust, and accountability.
• 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 [e-mail]
• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
• 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 test (such as simulation, coding, French proficiency).
• We use artificial intelligence tools during the recruitment process. 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

Agile Thinking, Business Requirements Analysis, Communication, Critical Thinking, Domain Knowledge, Operational Efficiency, Problem Solving, Process Design, Python (Programming Language), Technical Writing