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 (https://www.cibc.com/en/about-cibc.html) **What you'll be doing** As a Senior Business Systems Analyst ,you will join CIBC's Technology Operations providing fulfillment support within the Service Request Management (SRM) team. In this role you will be responsible for managing and executing access provisioning requests to ensure seamless operations within the organization. This role involves creating, updating, and deactivating user access across various systems, applications for multiple LOBs related to Contact centers, and tools while adhering to compliance standards and security protocols. This role is critical in maintaining the organization's security posture while ensuring efficient access to resources for Contact center employees and stakeholders. _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 during your interview._ **How you’ll succeed** + **Analytical & Tech Savvy** .You understand various technologies. You proactively monitor and manage the environment to identify potential opportunities to increase the efficiency, minimize the end user related incidents, takes preventative action and report progress. Analyze data to identify trends for validation result or issues which may require a new or update of the existing procedures. You have strong analytical skills with the ability to develop communication and deliver presentations. You have strong interpersonal, influencing and negotiating skills, as you will be needed to convey different conceptual information and ideas. + **Relationship Management .** You have experienced in delivering high quality and high time sensitive results. Bring an organized, proactive, and thoughtful approach to the operations, process focusing on driving risk-free, positive experiences for end users and employees. You have the knowledge of methodologies, tools, and techniques for working with individuals and groups in a constructive and collaborative manner. You will need to build healthy working relationship and partnership. + **Manage Time and Priorities Effectively.** You effectively manage multiple provisioning requests simultaneously, ensuring all tasks are completed in alignment with defined effective dates. Maintain a high standard of quality while prioritizing urgent requests and escalations, balancing efficiency and accuracy to meet critical deadlines. + **Demonstrate Attention to Detail** .You follow the established internal processes to ensure accurate provisioning and deprovisioning of user accounts, minimizing errors and mitigating security risks. Carefully review details such as permissions, roles, and effective dates, double-checking all information before implementing changes to maintain system integrity and compliance. + **Develop Problem-Solving Expertise .** You anticipate and resolve access-related challenges, including troubleshooting system errors. Identify patterns in recurring issues and suggest process improvements and remain resourceful when handling escalations or critical access requests. + **Build Strong Collaboration Skills** . You work closely with cross-functional teams and foster clear communication with end-users to understand their access needs. + **Prioritize Security and Compliance** You always adhere to organizational security policies and industry standards and stay updated on new technologies and systems relevant to access management. **Who you are** + **You have 3+ years** of Business Systems Analyst experience and should have a minimum of 3 years of experience working with ServiceNow, including proficiency in its core functionalities and practical application in a professional environment. + You must have advanced Excel skills, including expertise in Macros and VBScript, combined with strong organizational, planning, and time management abilities to manage multiple tasks and meet defined SLAs. + Experienced in participating in the rollout of key project/program initiatives, with familiarity in Agile methodologies considered an asset. + Hold a degree/diploma in Computer Science, Business, or a related field. Bilingual proficiency in French is an asset. + **You put our clients first.** With a client-centric approach, you are dedicated to prioritizing client’s needs, actively engaging to provide tailored solutions, and going above and beyond to ensure their satisfaction. + **You're driven by collective success.** You thrive in a collaborative environment, leveraging teamwork to transform good ideas into great outcomes and You understand the power of an inclusive team that enjoys working together to create a shared vision . + **Your influence makes an impact.** You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard + **Values matter to you.** 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 + 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. **Job Location** Toronto-81 Bay, 14th Floor **Employment Type** Regular **Weekly Hours** 37.5 **Skills** Analytical Thinking, Application Testing, Business Requirements, Business Systems Analysis, IT Process Improvement, Operational Efficiency, Operations Support At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.