Senior Analyst

Canadian Imperial Bank of Commerce; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A major Canadian bank in Toronto seeks a dedicated support professional to join its Employee Support Services team. You will provide first and second level support, troubleshoot technical issues, and enhance client experiences. The ideal candidate has 2-3 years of experience and strong analytical skills. This full-time, on-site role offers a competitive salary and a supportive work environment that prioritizes individual goals and ambitions.

Benefits

Competitive salary

Defined benefit pension plan

Wellbeing support

Employee share purchase plan

Qualifications

• 2-3 years experience in first and second level support.
• Strong knowledge of Microsoft applications: Word, Excel, Outlook.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Provide first and second level support with technology products.
• Resolve escalated client needs and provide top-level support.
• Research and maintain documentation on each escalated incident.

Skills

Analytical Thinking

Customer Service

Help Desk Support

Information Technology Operations

Problem Resolution

Technical Support

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

You’ll be joining CIBC’s Employee Support Services & Transformation TechConnect team. You’ll be able to provide first and second level support with technology products or applications. You’ll resolve escalated client needs from multiple lines of businesses related to infrastructure or applications; resolve and/or further escalate one or more products or services, while providing top level support. You’ll be a key part of an innovative, “first to market” technology culture, contributing to CIBC’s digital transformation.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on-site full-time.

How you’ll succeed

• Analytical investigation - Demonstrate a high level of understanding of various technologies. 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 - Research, maintain, and recommend updates to written documentation on each escalated incident and/or contact; respond to clients (telephone, email, web); elevate incidents that cannot be resolved to the next level of support as required by documented procedures/policies.

Who you are

• You can demonstrate 2-3 years of experience in. interpreting information received from first level of response 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 first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with 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 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 [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, 5th 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