Senior Production Application Support Analyst

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  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  The Senior Production Support Analyst role performs tasks of technical depth and breadth, to ensure the maximization of operational efficiency. The Technical Systems Analyst provides business support relative to the development, analysis and identification of process changes or system enhancements. The role uses judgement and autonomy on day to day tasks, providing operational support for projects after implementation including problem resolution and recommendations to ensure ongoing success.

The role proactively addresses problems within the scope of responsibility and identifies areas for possible improvements. You will also be responsible for maintaining the production applications and day-to-day operational activities, manage escalations and modify established procedures / approaches to suit specific situations including 24 x 7 support and coordination of recovery efforts. 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  Utilizing Tools - experience working with Service Now application and Service Now Administrator certification is a must along with a good understanding of configuration management database (CMDB) and CIs. Also, a good command of JavaScript, Python language is an asset. Familiar with using JIRA/Confluence application, MS Teams, exposure to working in an Agile work environment. Analytical investigation – strong data analytic skills and experience with a technical aptitude for scripting and automation.

Demonstrate a high level of understanding in ITSM applications. Experience working closely with the Service Now application and modules within, including CMDB is a must have skill. 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 - proficient in troubleshooting issues with data feeds, infrastructure components, assets related to hardware and software in a CMDB, DevSecOPs proficiency. Previous exposure working within a CMDB environment is an asset. Research, maintain, and recommend updates to written documentation. Interact with clients to provide updates to issues or requests with the team. Escalate issues that cannot be resolved with developers and architects as required.
Process Improvement skills – skills and knowledge on process improvement strategies, ability to come up with new ideas to improve existing processes within the operational support team, including bi-annual CI verification attestation to application owners.
Who you are  You can demonstrate experience. You have 5+ years of experience ITSM, CMDB, MID servers, Basic scripting knowledge with Python, Java script and well versed in Service Now glide. You have working knowledge in Devs Ec Ops , CMDB, integrations, CSDM, ITAM, case exchange, JIRA/Confluence, Agile methodology and Creating dashboards and report metrics. You have skills in interpreting information received from users related to CI records and Service Now when issues are escalated.

Identif…