Consultant, Production Application Support

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 SIMPLII TECHNOLOGY. You’ll be responsible for providing investigation and second level support on client issues, technical issues, system/web site outages and questions from all internal and external application by maintaining, prioritization and addressing to respective CIBC technology groups and vendors. You’ll 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. Develop and implement technology change management strategies, processes, and controls in alignment with ITIL and organizational standards. Lead the end-to-end management of change initiatives, including assessment, planning, execution, and post-implementation review. Facilitate Change Advisory Board (CAB) meetings, ensuring all changes are thoroughly evaluated, documented, and approved. Identify, assess, and mitigate risks associated with technology changes, ensuring business continuity and regulatory compliance. Coordinate with IT and business stakeholders to ensure effective communication, engagement, and training related to change activities. Monitor and report on change metrics, adoption rates, and outcomes, providing actionable insights to leadership. Advocate for best practices in change management, fostering a culture of accountability, transparency, and continuous improvement. Support incident and problem management teams by analyzing change-related impacts and contributing to root cause analysis. Maintain up-to-date documentation of change management processes, policies, and procedures.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-2 day per week on-site, while other days will be remote. 

How you’ll succeed     

• Production support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction. Advanced understanding of ITIL framework, especially Change Management and related IT Service Management (ITSM) processes. Understanding of Industry standards for technology change management, including risk assessment, impact analysis, and governance. Familiar with ITSM tools and platforms (e.g., ServiceNow, Jira Service Management). Understand Organizational change management principles and stakeholder engagement strategies. Familiar with Regulatory, compliance, and security requirements relevant to IT operations. Familiar with Project management methodologies (Agile, Waterfall, Hybrid) and their intersection with change management. Strong Analytical and problem-solving skills for evaluating change impacts and developing mitigation plans. Strong communication, facilitation, and negotiation skills.  

• Partnership - Work as a regular liaison with business partners, technology partners, senior management team, internal and external clients. Ensure internal clients are well-informed of the team mandate and nature, including relevant policies and legislation changes. Promote and support the concepts, products and services of the Channel Support area.

• Projects delivery - Act as subject matter expert in the assessment of impacts for planned system changes and projects, ensuring compliance with relevant organization standards (Business, Continuity, Security, Compliance, and Privacy); develop and maintain productive relationships with Technology, QA, Project team and others. Research, evaluate and support the development and implementation of new and/or revised policies, procedures and standards. Investigate, research and provide recommendations on issues and system outages.

Who you are

• You can demonstrate experience in: at least 5 years in Technology Change management, with understanding of ITIL change management framework, and capability to governance all internal changes from creation phase to implementation phase

• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.

• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.

• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• 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.

• 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

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 [email protected]

• 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.

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