Sr. Consultant, Service Request Management

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

The Employee Technology Services elevates the employee experience and you will work in the Service Request Management team where you’ll make difference in our employees’ request experience. As a Senior Consultant, Service Request Management you will be looking into various areas of the request provisioning and project initiatives. You have the accountability to assess the provisioning trend, provide technical expertise to team and engage in discussion with stakeholders. You will be accountable in understand various project initiatives and collaborate with internal teams. As Service Matter Expert you will be responsible in driving continual improvements of the department processes analyzing data, establishing goals and execute on it.

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

• Optimize Service Request Delivery - You’ll act as a subject matter expert in Service Request Management including fulfillment and key project initiatives. You’ll identify opportunities to simplify request handling, streamline provisioning activities, and eliminate inefficiencies. Your insights into request trends and capacity constraints will guide adjustments in delivery dates and help rebalance workloads across teams to meet business needs efficiently. You’ll conduct ongoing review of the project requirements and ensure clear communication and coordination between fulfillment, intake and project teams to ensure alignment with our controls and provisioning guidance. You will ensure constraints and assumptions as well defined and timelines are communicated to required teams.
• Collaborate and Align with Stakeholders - You’ll work closely with internal teams and external vendors, including partners from Bank US, FCIB, Information Security, and various application teams, to ensure end-to-end alignment on provisioning initiatives. Your ability to build and maintain strong relationships across business and technology will be critical in facilitating informed decision-making and ensuring clear, consistent communication. You’ll support leadership by providing recommendations based on data, trends, and risk assessments, contributing to organizational goals and service quality.
• Lead Continuous Improvement and Project collaboration - As a proactive change leader, you’ll identify areas for improvement within current processes and help implement strategic initiatives that enhance end-user experience. Understand processes and procedures to determine potential downstream impact to team and provide alternatives or simplify processes to minimize impact. You will monitor key performance indicators and compliance requirements, ensuring all provisioning activities are audit-ready and aligned with risk mitigation frameworks. You will help you drive sustainable, compliant, and scalable improvements across the organization

Who you are

• You can demonstrate 8+ years’ experience in access provisioning. You have experience in provisioning across multiple platforms, systems. You worked in dynamic fast pacing environment and can juggle multiple priorities simultaneously. 8+ years’ experience in Service Now, Projects/Programs. Manage parallel activities, deadlines and priorities effectively and have experience presenting at executive level. You have previous experience in establishing and maintaining stakeholder relationships across business and technology. Monitor performance metrics and continually drive improvements through open communication with internal teams, partners and vendors.
• You have an ability to orchestrate activities across multiple workstreams simultaneously, identify linkages and priorities and ensure resolution of risks and issues. 
• You embrace and champion change. Use knowledge, experience, relationships, and collaboration, determine if services, processes, or procedures may be modified to suit business needs. Leading the collaboration of a variety of other stakeholders to reach alignment within the organization.
• 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

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