What you'll be doingThe 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 existingprocesses 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. 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.
#LI-TA
What CIBC OffersAt 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
Job LocationToronto-81 Bay, 14th Floor
Employment TypeRegular
Weekly Hours37.5
SkillsAnalytical Thinking, Business Requirements, Business Systems Analysis, IT Process Improvement, Mentoring Staff, Operational Efficiency, Service Delivery, Solutions Design, System Applications, Technical Knowledge
