Consultant, Service Request Management (SRM)

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

As a Consultant, Service Request Management (SRM), you will act as a trusted expert supporting enterprise access management across approximately 200 applications, including crown-jewel and sensitive systems. You will represent SRM in application onboarding, project, and governance discussions, ensuring access provisioning practices align with security, risk, and control requirements. While remaining hands-on where needed to understand processes, you will focus on improving access quality, strengthening compliance, and building resiliency across the access management function. You will partner closely with Information Security, Identity & Access Management (IAM), Access Quality Review and application owners to proactively identify risks and support consistent, well-governed access outcomes across the enterprise.

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

• Consultative mindset: Engage with cross-functional partners to understand business needs while ensuring SRM mandates, controls, and objectives are incorporated into new and existing application workflows.

• Risk and controls focus: Proactively identify access-related risks, control gaps, and downstream impacts, and work with partners to address them in alignment with governance and security expectations.

• Access quality & resiliency: Support improvements to access provisioning practices, escalation handling, and project coordination to strengthen overall service quality and operational resilience. Navigate a complex, high-volume environment with multiple stakeholders, competing priorities, and ongoing audit exposure.

• Cross-functional collaboration: Work closely with internal SRM teams, IAM, Security, Quality Assurance, and application owners to support consistent and compliant access outcomes. Represent SRM effectively in project and governance forums, influencing decisions through strong communication, subject-matter expertise, and sound judgment.

• Continuous improvement: Identify opportunities to simplify, standardize, or improve access processes while balancing speed, compliance, and security requirements.

Who you are

• You can demonstrate 3-5 years of experience. in access management, service request management, or related technology operations, with exposure to risk, controls, or governance considerations. You bring a risk-aware, controls-focused mindset, understanding how access decisions impact security, compliance, and audit outcomes. You have experience partnering with Security, IAM, or Governance teams; exposure to IAM or PAM concepts is a strong asset.

• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.  

• 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.

• You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.

• 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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to 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.

Expected End Date

2026-01-30

Job Location

Toronto-81 Bay, 14th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Customer Service, Help Desk Support, Information Technology Operations, Problem Resolution, Service Requests, Technical Support, User Access, Work Collaboratively