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As one of Canada's largest employers, CIBC offers a variety of career opportunities. Our people are the key to achieving our vision of being the leader in client relationships, which is why we work hard to create an environment where all employees can excel.
We are proud to have been recently recognized as Strongest Bank in Canada, Strongest Bank in North America, and third Strongest in the world. We have also been named one of Canada's Best Diversity Employers, a Best Employer for New Canadians, one of Canada's 10 Most Admired Corporate Cultures and one of the 50 Most Socially Responsible Corporations in Canada. In addition, we have eight strong Employee Affinity Networks focused on supporting the professional and personal development of more than 3,000 members
Take a moment to picture yourself working for one of Canada's leading financial institutions, where a spectrum of possible career paths offers you remarkable choice, flexibility - and a real opportunity to grow.
Business Unit Description: Technology: responsible for the delivery of technology in support of all CIBC businesses and customers. Directly aligns to CIBC's businesses, with a technology team for each business. Delivers world class solutions in support of business strategies, through a combination of in-house systems development and working with leading technology partners. This group also manages CIBC's core computing facilities, telecommunications and networks globally.
Technology Operations: responsible for the day-to-day operational management of the Technology organization, focusing on an integrated approach to operations, service delivery, planning and the processes supporting CIBC. TO is also responsible for enterprise services such as email, Telecom, Disaster Recovery, Network Servers, Availability, Change Management and partnership with Hewlett Packard (HP).
Relevant Job Criteria: -1 Poste contractuel à temps plein, soit 37.5 hrs/sem - Horaire du Lundi au Vendredi - Bilinguisme requis
Job Overview: PURPOSE OF JOB Provide end user onsite support and client management for technology products ( PCs, peripherals, telephony and networks) and associated applications. Includes project implementation, change and incident management.
MAJOR ACTIVITIES:
. Provide technical support to resolve incidents related to technology products and coordinates service recovery with internal and external service partners. Appropriately escalates complex problems to Senior Client Technology & Operations Analysts. . Coordinate and executes computer hardware refreshes according to standards and processes in alignment with client requirements. Includes maintenance of associated inventory and configuration management databases. . Perform preventive maintenance and enhancement activities such as testing and deployment of operating system and application releases. . Troubleshoot to resolve hardware, operating system, network and application problems. Coordinate with external and internal service providers, as required, to specified service level objectives.
CONTACTS:
. All levels across the organization including executive levels
JOB COMPLEXITIES/CHALLENGES:
. Verifying the nature of problems and taking corrective actions accordingly. . Explaining technical issues when responding to/resolving client inquiries. . Using different approaches depending upon the environment (e.g., server, mainframe, networks) or application when resolving issues. . Developing temporary solutions for non-routine errors until such time that a permanent solution can be determined. . Interpreting data and performing proper troubleshooting or analysis and provide solutions. Error in judgement could cause incorrect changes and consequently impact users.
PHYSICAL DEMANDS/WORKING CONDITIONS:
. Heavy lifting and bending . Travel locally to other offices (between buildings, etc.)
Requirements: KNOWLEDGE/SKILL REQUIREMENTS:
Extensive Work Experience:
. Software Installation and Support--Knowledge of and experience with planning and executing a software platform change with minimal disruption of service to the client. . Software Distribution--Knowledge of and experience with tools and mechanisms for distributing new or enhanced software across the organization's software infrastructure. . PC/Workstation Software--Knowledge of and experience with installing, configuring and supporting the software, connectivity, computing and database services and interfaces available to a single-user workstation.
Work Experience: . Service Excellence--Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations. . PC/Workstation Hardware--Knowledge of and experience with configuring, installing, and supporting the hardware and connectivity components of a single user workstation. . Managing Multiple Priorities--Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation. . IT Environment--Knowledge of organization's total Information Technology (IT) environment. . Interpersonal Relationships--Knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner.
Must Haves: Excellent Communication in both French and English Excellent Organizational Skills Strong Computer/IT Knowledge (Computer Build Knowledge, Application Install and desktop hardware skills) Service Oriented
Rewards
At CIBC, we're committed to providing employees with fair and competitive compensation that reflects individual contribution, business performance and related markets. Our total compensation programs are comprised of direct and indirect components. Together they reward employee capability and performance and promote employee well-being.
Benefits
Employee Share Purchase Plan
Employee Banking Offer
Recognition
At CIBC, there are formal and informal methods available to acknowledge employee and team contributions throughout the year. Formal recognition programs recognize outstanding performance by individuals and teams at CIBC. CIBC's formal programs include the CIBC Achievers Program, eAchievers and the Chairman's Council and President's Council Awards in Wood Gundy. We developed these programs to reward those who demonstrate our core values of Trust, Teamwork and Accountability.
