We’re building a relationship-oriented bank for the modern world.

Employee Technology

Services elevates the employee experience, and on the Service Request Management team, you’ll help improve how employees access the tools and services they need to do their best work. As a Senior Consultant, Service Request Management, you’ll lead project discussions related to request provisioning and access management, ensuring business requirements are clearly understood and translated into effective operational plans. You’ll provide technical expertise, collaborate with subject matter experts, intake partners, and project teams across the organization, and support complex project and program initiatives through clear, consistent communication.

You’ll also assist in planning and configuring workflows in Service Now and identify opportunities to strengthen service performance and improve the employee request experience. Details on your work arrangement (proportion of on‑site and remote work) will be discussed at the time of your interview. Project leadership and Service delivery- Lead discussions for complex project and program initiatives, partnering with Service Request Management subject matter experts, intake partners, and cross‑functional teams to clarify requirements, align activities, and support successful delivery.

Support service performance and escalations in partnership with internal stakeholders, project and provisioning teams.

Requirements translation - Interpret project requirements involving access provisioning, and ensuring implementation plans, and service delivery outcomes align with BAU processes. Technical expertise - Apply your knowledge of Identity and Access Management concepts, including access provisioning, deprovisioning, role‑based access controls, and user lifecycle processes, to support project execution and day‑to‑day service effectiveness.



Using your Service Now skills support developing and maintaining out of the box service catalog requests workflow and using Power BI skills analyze operational performance.

Risk and compliance management - Ensure work is delivered in alignment with audit, risk, and control requirements, including access governance, compliance standards, and audit evidence documentation. You can demonstrate 8+ years’ experience in access provisioning, ServiceNow, and project or program delivery. You’re also comfortable presenting to executive‑level audiences and building strong stakeholder relationships across business and technology.

You can demonstrate experience in Excel, Power BI, Identity and Access Management practices, and ServiceNow. It’s an asset if you’ve supported access management operations within a large, regulated organization. You can manage multiple workstreams at the same time, identify dependencies and priorities, and ensure risks and issues are escalated and resolved effectively.

You bring stakeholders together to build alignment and support progress across the organization. You bring a strong understanding of audit, risk, and control requirements. You’re confident working with access governance, compliance standards, and documentation needed to support audit readiness.

We work to recognize you in meaningful, personalized ways including a market-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. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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 test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process.

Analytical

Thinking, Client Service, Service Standards, Strategic Objectives, Technical Leadership, Technology Implementations, Technology Operations, Work Collaboratively #

📌 Senior Consultant, Service Request Managment (Toronto)
🏢 CIBC
📍 Toronto