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

As a Consultant, ServiceNow Business Systems Analyst within the Technology Operations team at CIBC, you will bridge business needs and technology solutions across the ServiceNow platform. You will lead intake and analysis of business requirements, facilitate stakeholder engagement, and support the design and implementation of scalable solutions across multiple ServiceNow modules. Collaborating closely with product owners, developers, and business partners, you will translate requirements into Agile user stories, support delivery and prioritization, and ensure solutions meet performance, security, and user experience standards. You will contribute to ongoing process optimization and continuous improvement initiatives while enabling effective adoption of ServiceNow capabilities across the organization.

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

• Requirements Analysis & Stakeholder Collaboration – Work closely with business stakeholders, product owners, and technology teams to gather, analyze, and document business requirements. Apply structured analysis to assess current-state processes and support future-state solutions across ServiceNow capabilities.
• ServiceNow Platform Delivery – Support delivery across ServiceNow modules (e.g., ITSM, Request Management, CMDB, and other platform capabilities) by translating requirements into clear user stories and acceptance criteria. Participate in backlog refinement, sprint planning, and delivery activities within Agile teams.
• Agile Delivery & SDLC Participation – Collaborate with development and QA teams to support end-to-end delivery, including requirements clarification, testing coordination, and release readiness. Ensure alignment with Agile practices and enterprise delivery frameworks. Data & Process Awareness – Contribute to data quality, reporting, and process optimization initiatives by supporting accurate documentation, data flow understanding, and continuous improvement of ServiceNow processes. Exposure to asset management, CMDB, or governance practices is considered an asset.
• Cross-Functional Collaboration – Partner with multiple lines of business and technology teams to manage dependencies, remove blockers, and ensure alignment across initiatives. Support communication and coordination in a matrixed environment.
• Continuous Improvement Mindset – Identify opportunities to enhance processes, improve user experience, and drive efficiency within ServiceNow workflows. Contribute ideas and insights to strengthen platform capabilities and team effectiveness.

Who You Are

• You can demonstrate 3+ years of experience working as a Business Systems Analyst supporting ServiceNow or similar enterprise platforms. You bring experience working in Agile environments and are comfortable collaborating with cross-functional teams to deliver business solutions. You are comfortable translating business requirements into user stories and supporting delivery through development, testing, and release. You have a strong understanding of ServiceNow platform concepts and exposure to modules such as ITSM, Request Management, or CMDB. Exposure to IT Asset Management (SAM/HAM) is considered an asset but not required.
• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.
• You act like an owner. You thrive when you’re empowered to take initiative, go above and beyond, and deliver results.
• You look beyond the moment. You know what you do will make a difference today and tomorrow. You look for new opportunities to define what’s possible.
• 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 Mailbox.careers-carrieres@cibc.com
• 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, 14th Floor

Role Overview

The Helpdesk Technician provides day-to-day IT support to ensure team members across our retirement residences and corporate offices can work efficiently and reliably. This role is a junior to intermediate IT position and serves as the first point of contact for technical support. The Help Desk Technician supports team members by responding to IT issues, troubleshooting common problems, and delivering timely, high‑quality customer service that enables daily operations to continue.

Reporting to the IT Operations Manager, the Help Desk Technician works closely with the Verve Tier 2 support team and project team to assist with escalated issues, ongoing IT operations, and technical initiatives.

The helpdesk generally operates between the hours of 8 am – 8 pm EST and on call.

Key Responsibilities

• Serve as the primary point of contact for incoming IT requests via phone, email, tickets, and in‑person support.
• Support onsite users at the Corporate office.
• Strong ability to translate technical terms into helpful, easy-to-understand solutions for all team members with a positive attitude.
• Adhere to ticket SLA requirements and resolve issues in a timely manner.
• Manage and resolve support tickets using ticketing system with clear, friendly communication.
• Identify, escalate, and route complex issues to internal IT teams or vendors.
• Perform basic user account administration and troubleshooting.
• Maintain accurate inventory records for IT hardware, hardware lifecycle and software assets.
• Contribute to internal documentation and knowledge‑base articles.

Qualifications

• Diploma or degree in Information Technology, Computer Science, or a related field.
• Relevant certifications (CompTIA A+, Network+, Microsoft Fundamentals) an asset.
• 2+ years of experience in a ticket‑based IT support environment.
• Valid driver’s license and access to a reliable vehicle.
• Must be willing to travel to different sites in the GTA on occasion. Some travel across Canada may be required.
• Strong customer service mindset with patience and empathy.
• Provision hardware and software for new hires and support onboarding.
• Experience supporting Windows, Android and iOS devices.
• Familiarity with remote support tools.
• Administer user accounts and access in Active Directory and Microsoft 365.
• Knowledge and understanding of Microsoft 365 (SharePoint, Outlook/OWA, Teams, OneDrive)
• Setup and support AV and Video Conferencing systems.
• Knowledge of Microsoft Azure/Entra ID (MFA, Conditional access, Compliance and Identity) and Microsoft Defender.
• Familiarity with administrative tasks in Microsoft Intune (mobile device management)
• Perform installation, configuration, patching, troubleshooting, moves, and decommissioning of PCs.
• Work alongside Tier 2 support for end user adoption & training with new technologies.
• Troubleshoot IT issues reported by users, including password and account resets and troubleshooting network/internet connectivity
• Familiarity with the ITIL process (Service Management, Incident Management and Change Management).

GENERAL

• Complies with the Occupational Health and Safety Act, Workplace Safety and Insurance Act, and Workplace Hazardous Material Information System. This includes recognizing health and safety hazards, reporting incidents, fulfilling responsibilities under the applicable legislation, as well as participating in in-services and fire drills.
• Complies with all corporate policies and procedures. Completes all required mandatory training/education. Other duties as assigned.

You will be joining the Enterprise Technology team, the Big Data Platform & Solutions (BDPS) and Enterprise Business Intelligence Technology (EBIT) teams play a crucial role in managing and leveraging our vast data resources. As the Senior IT Project Manager you are passionate about data management and have a solid understanding of the data related use cases such as data ingestion, data consumption, data migration from on-prem to cloud, data governance, BI Tools upgrade/modernization; the BDPS and EBIT teams offer a dynamic and innovative environment where you can work on cutting-edge technologies and methodologies, contribute to impactful projects and drive business decisions. As the Senior IT Project Manager, you will lead teams of stakeholders and business partners to ensure projects of all sizes are completed in line with the team’s budget and timeline. You’ll use your expertise in project management methodology to make recommendations for continuous improvements on all project plans.

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

• Project Management – Outline project goals, terms of reference, resource requirements, and costs. Help create a resource plan that ensures all stakeholders have a voice on the project. Assess the efficiency of the practices and procedures used by a team, and provide guidance that will continuously improve the project plan.
• Collaboration – Help internal partners make informed decisions about the development of programs, products, and services. Coach and mentor your teams as you work toward a common goal and negotiate deliverables and milestones whenever necessary.
• Project Coordination – Proactively identify anything that will take projects off schedule and find solutions to correct the problem. Monitor milestones, and ensure they’re completed according to  timelines and budgets. Execute a project plan that is personalized for your team’s preferred mix of budget, time, and risk.

Who You Are

• You can demonstrate experience in Project Management methodology, principles, and tools, within a minimum of 5 years’ experience as a Senior Project Manager. You have experience with Agile as well as Waterfall methodologies, Program/Portfolio Management, Technology Triage process, TO intake process, Seed planning, execution, production implementations. You are experienced in managing tech projects and have solid understanding of the data and BI tools related use cases. You have managed projects from technology side, you understand the technical scope of the data projects, you are able to successfully manage Dev/BSA/QA/TO teams to deliver the technical requirements by effectively resolving the technical challenges. It’s an asset if you have your PMP Designation and a degree/diploma in Computer Science, Engineering, and/or a related field of study.
• 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 shared vision.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.