IT Administration Analyst (Bilingual)

Job title: IT Administration Analyst (Bilingual)

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

Job Description

What You’ll Be Doing

As an IT Administration Analyst, you’ll join CIBC’s Service Request Management team, in the Service Request Response dept. You’ll provide the best customer experience by actioning /creating requests; approvals; handling expedites/escalations and actioning mailbox follow-ups and responding to customer emails; interact with multiple teams

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

Who You Are

• Client Service – Provide pertinent support information in a courteous and professional manner . Handle customer complaints with the goal of resolution or to be escalated appropriately if necessary. Strive for zero errors in provisioning/ ticket creation and approvals
• You are self-reliant: you can work independently; take the initiative to resolve issues yourself; look at the bigger picture and look for continuous improvement opportunities
• Team Player: you work well with the members and management team. Knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner.
• 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 give meaning to data. You enjoy investigating complex problems, and making sense of information. You’re confident in your ability to communicate detailed information in an impactful way.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.
• Oral Communications–Ability to express oneself and communicate with others verbally; recognizing that verbal communication is more than just language – it includes tone, style and structure
• Bilingual – French/ English – Must Have

• Must-Have Skills/Experience:

MS Office suite of application experience and proficiency * Experience with ServiceNow or a similar ticketing tool

• Ability to work in a fast paced environment, versatile and take actions based on established process a, documentation and direction
• Ability to work independently and in a team dynamic
• Multitask and have sound time management skill set
• Excellent verbal and written communication skills
• Problem-solving skills, extensive customer service and interpersonal skills

How You’ll Succeed

• Investigate Analytically – Demonstrate a high level of understanding of various technologies and strong troubleshooting skills. Investigate complex problems, make sense of information and provide recommendations for long term solutions with an aim towards increasing client satisfaction via request and incident handling. Demonstrate exceptional communication skills by your ability to communicate detailed information in an impactful way.
• Review and Fulfill – Receive and review ServiceNow request tickets whereby actioning the item according to priority and established procedures. Provision access based on the request details; collaborate and follow up with the appropriate parties to fulfill the request. Working in the fulfillment life cycle of ticket and provisioning of access, you will demonstrate your ability to work independently and mange one’s time while being a strong team player and a contributor.

Flexibility for working different shifts – weekday and weekends – 7am – 7pm- as operational need dictates

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 health benefits program, defined benefit pension plan, an employee share purchase plan 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.

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.

Job Location Toronto-483 Bay St, 7th Floor

Employment Type Regular

Weekly Hours 37.5

Skills

Communication, Customer Follow-Ups, Customer Service, Electronic Mail, Interpersonal Communication, Oral Communications, Problem Solving, ServiceNow Platform, Service Request Management, Service Requests, Taking Initiative, Teamwork, Ticketing Tool, Time Management, Troubleshooting, Working Independently

Company: CIBC

Expected salary:

Location: Toronto, ON

Job date: Wed, 06 Jul 2022 03:48:51 GMT

Job Source: Careerjet.ca

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