Job Description

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
What you'll be doing
You'll be joining CIBC's Employee Technology Services team, where you'll provide first-level support for application access provisioning. In this role, you will support access request provisioning such as granting, modifying, or revoking user access to applications, systems, or resources based on business needs and security policies. At CIBC, this is typically managed through ServiceNow, the enterprise IT service management platform. As a key member of an innovative, "first to market" technology culture, you will play an important role in supporting 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 1-3 days per week on-site, while other days will be remote.
How you'll succeed

• Analytical investigation - Demonstrate a high level of understanding of various technologies. Investigate hard to solve problems, make sense of information and provide recommendations for long term solutions with an aim towards increasing client satisfaction. You'll thrive in this environment if you are motivated in your ability to communicate detailed information in a meaningful way.
• Troubleshooting skills - Research, maintain, and recommend updates to written documentation on each escalated incident and/or contact; respond to end users, escalate incidents that cannot be resolved to the next level of support as required by documented procedures/policies.

Who you are

• You can demonstrate experience in interpreting information received from the first level of response when issues are escalated, including those related to access management based on knowledge base articles. You are adept at identifying gaps in existing problem resolution processes to improve operational efficiencies. When standard procedures are ineffective, you determine alternative solutions by leveraging your expertise and referencing relevant knowledge base documentation, ensuring comprehensive troubleshooting and high-level support..
• You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with Microsoft application software (Word, Excel, Outlook, etc.)
• 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 look beyond the moment. You make choices and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• 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 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
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 tests (such as simulation, coding, French proficiency, MS Office). 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 2025-10-03
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

Skills Required