Senior Production Application Support Analyst

CIBC; Toronto; On-site; CAD 85,000 - 110,000; Full time

Job summary

CIBC is seeking a Senior Production Support Analyst to provide deep ITSM and CMDB-focused production support for our financial services environment. You will handle 24x7 operational tasks, identify process improvements, and coordinate with development teams to resolve complex issues while maintaining thorough documentation and client communication.

Ideal candidates have 5+ years in ITSM with CMDB, strong ServiceNow experience, and scripting skills in Python/JavaScript, plus Jira/Confluence

Qualifications

• 5+ years of ITSM experience and CMDB familiarity.
• Strong ServiceNow knowledge including CMDB integration.
• Proficiency in JavaScript and Python; Jira/Confluence experience a plus.
• Experience with analytics, dashboards, and reporting; scripting/automation oriented.
• Ability to troubleshoot complex data feeds and infrastructure related to CMDB assets.

Responsibilities

• Provide 24x7 operational support for production applications and escalations.
• Analyze and implement process improvements in the ITSM/CMDB space.
• Collaborate with developers and architects to resolve complex issues and optimize solutions.
• Maintain documentation and provide updates to clients on issues and requests.

Skills

Analytical Thinking

Business Requirements

Business Systems Analysis

IT Process Improvement

Mentoring Staff

Operational Efficiency

Service Delivery

Solutions Design

System Applications

Technical Knowledge

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

What you'll be doing

The Senior Production Support Analyst role performs tasks of technical depth and breadth, to ensure the maximization of operational efficiency. The Technical Systems Analyst provides 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. You will also be responsible for maintaining the production applications and day-to-day operational activities, manage escalations and modify established procedures / approaches to suit specific situations including 24 x 7 support and coordination of recovery efforts. 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

Utilizing 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, Python 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, DevSecOPs proficiency. 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 operational support team, including bi-annual CI verification attestation to application owners.

Who you are

You can demonstrate experience. You have 5+ years of experience ITSM, CMDB, MID servers, Basic scripting knowledge with Python, Javascript and well versed in ServiceNow glide. You have working knowledge in DevsEcOps, CMDB, integrations, CSDM, ITAM, case exchange, JIRA/Confluence, Agile methodology and Creating dashboards and report metrics. You have skills 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 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. You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

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

• Analytical Thinking
• Business Requirements
• Business Systems Analysis
• IT Process Improvement
• Mentoring Staff
• Operational Efficiency
• Service Delivery
• Solutions Design
• System Applications
• Technical Knowledge