Sr. 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

You will join the GICs and COINS Application team within CORE Banking and Payments Technology department. As a Sr. Consultant, Production Application Support, you will provide technical expertise for medium to large, complex projects/initiatives as they relate to the implementation and support of application and/or infrastructure technology in a multi-platform environment. The role troubleshoots complex issues for all levels, evaluating service requests for adherence to service standards and processes, and identifying inconsistencies to determine potential impact and take appropriate action. The Sr. Consultant, Production Application Support exercises independent judgement to analyze and resolve production application problems to identify root causes and define actions to eliminate recurrence. The role coordinates and executes project plans using control procedures to implement application and maintenance updates. In addition, the role monitors and analyzes supported services and deployment methodologies to identify opportunities for improvement and recommend solutions. The role devises new methods and procedures using strong analytic and inductive thinking.

You will also support vendors by acting as the median between CIBC and the vendor, providing support for any CIBC based initiatives and providing advisory to vendors based on these initiatives. 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. 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

• Project co-ordination and stakeholder management

• Production Support – Lead, Manage, support, prioritize, and resolve complex vendor and proprietary technical/operational issues arising in a calm and efficient manner.   

• Analyze & Report - Analyze complex technical information to determine risk levels and technical feasibility when making changes to applications. Check on overnight batch processes, market, and client connectivity to ensure technology readiness and availability each day. Escalate technology issues to the appropriate application support and technology infrastructure groups.

• Manage & Influence - Lead project coordination efforts in on-boarding clients, synchronize internal technology teams to provide optimal end-to-end solution for both internal and external clients. Identify proactive solutions for recurring technology occurrences to benefit the business.

• Production support - Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction.

• 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: Microsoft Office, Unix, Secure File Transfer Protocols (FTP) and Mainframe applications knowledge. You have more than 8 years of experience in leading projects and programs and have experience in mentoring junior resources. You have demonstrated ability to solve complex problems in a technical environment. Leverage the correct technical teams and have experience within vendor engagement. It is an asset if you have experience with Agile or have worked with the following applications: FTOL, Wealth 360, Portfolio Plus, COINS, CIBC R.Term or GIC/Savings accounts related applications.

• You have a degree/diploma in Computer Science, and/or a related field.

• You embrace and champion change. You'll continuously evolve your thinking and the way you work to deliver your best.

• Your influence makes an impact. You know that relationships and networks are essential to success.  You inspire outcomes by making yourself heard.

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

• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to create a shared vision.

• 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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