As a Consultant, Business Systems Analyst,you willbe responsible forsupporting various Contact Center Lines of Business.You willneedto understandall aspects of provisioningrequiredto supporttheContact Centersas you willrepresentSRM (Service Request Management) in projects and new initiative discussions,ensuring SRM requirements are met before go-live. You are also expected to provision accessand support team priorities, while ensuring access is provisioned accurately and within establishedtimelinesto support seamlesscontact centeroperations. Youwill focus on improving access quality, strengthening complianceby ensuring adherence toestablishedprocedures and guidelines.You will exercise independent judgment toidentifyopportunities 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

Howyoullsucceed

• Collaboration/Stakeholderpartnership - Partnerwith business, project, and application teams to understandbusinessneeds, assess access requirements, address unclear requirements,Identify key risks and dependencies, and provide solutions aligned with SRM requirements and request Controls.

• Accessquality &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 controlsfocus -Maintaina strong focus on IT risk management, security, and compliance by ensuring all access requests are processedin accordance withestablished policies, controls, standards, approval requirements, and Knowledge Base guidelines.Proactivelyidentifyaccess-related risks, control gaps, and downstream impacts, and work with partners to address them in alignment with governance and security expectations.

• Continuousimprovement -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 6 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.

#LI-TA

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

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