Title: Technical Analyst

Potential for this contract to be extended or converted to FTE?

FTE: TBD

Extension: TBD

Hybrid - 1 day per week on-site, day can be flexible. (Subject to change according to business needs.)

Work Schedule (hours per week, start time): 37.5 Hours/week, 9-5 Monday to Friday

Line of Business: Access Provisioning team

What does the LOB do?: Access provisioning for Tier 1 clients (end users in Capital markets - supporting across Canada, US, and parts of the UK and Asia).

Reason the role is open? Supporting with BAU volumes on the team.

Interview Process:

How many interviews: 1 round of interviews. Hiring manager and their one-up would be joining.

Duration: 30 minutes.

In person/MS Teams: MS Teams.

How many years of experience? 1+ years of experience in a technology support, access management, service request management, or related setting.

What You’ll Be Doing

- You will join CIBC’s Tier 1 Access Provisioning team supporting Capital Markets technology access. You will analyze, review, and execute access requests accurately and efficiently while helping to manage and prioritize access request queues.
- A key responsibility will be processing getIT requests related to people changes, including new hires, transfers, and terminations. You will also process access modification requests, including Identity and Access Management (IAM) attestations, and resolve access-related incidents in accordance with established procedures.
- You will work closely with internal technology teams and business partners to ensure access requests are completed accurately, within established timelines, and in compliance with applicable controls, policies, and standards.
- This is a hybrid opportunity, with an expectation to work 1–3 days per week on-site, with the remaining days worked remotely.

How You’ll Succeed

Access Provisioning – Execute ServiceNow add, modify, and revoke access requests accurately and within established timelines. Perform provisioning activities in accordance with knowledge base guidelines and established procedures. Adhere to applicable security controls, policies, and standards. Maintain clear, complete, and accurate communication notes within ServiceNow.

Queue Management – Manage and prioritize assigned access request queues based on established priorities and service level agreements. Monitor aging requests and take appropriate action to ensure requests are completed within required timelines.

Process Improvement – Identify opportunities to improve access provisioning processes, reduce operational risk, and improve the speed and quality of service provided to internal partners.



Apply appropriate tools and techniques to support problem determination and root cause analysis. Identify bottlenecks, redundancies, and process gaps related to access controls and provisioning.

Knowledge Sharing – Work closely with internal partners to ensure technology and access standards are understood and consistently applied. Research and recommend updates to knowledge base articles and other process documentation and communicate relevant changes to internal partners.

Troubleshooting & Incident Resolution – Investigate and resolve access-related incidents using established procedures and available tools. Research issues, document troubleshooting steps and resolution details, and recommend updates to supporting documentation where appropriate. Respond to end users and escalate incidents that cannot be resolved at Tier 1 to the appropriate level of support in accordance with documented procedures and policies.

Potential for this contract to be extended or converted to FTE?

- FTE: TBD
- Extension: TBD
- Remote/Hybrid: Hybrid - 1 day per week on-site, day can be flexible. (Subject to change according to business needs.)
- Work Schedule (hours per week, start time): 37.5 Hours/week, 9-5 Monday to Friday

Line of Business: Access Provisioning team

- What does the LOB do?: Access provisioning for Tier 1 clients (end users in Capital markets - supporting across Canada, US, and parts of the UK and Asia).

Reason the role is open? Supporting with BAU volumes on the team.

- Interview Process:

How many interviews: 1 round of interviews. Hiring manager and their one-up would be joining.

- Duration: 30 minutes.
- In person/MS Teams: MS Teams.
- How many years of experience? 1+ years of experience in a technology support, access management, service request management, or related environment.

What You’ll Be Doing

- You will join CIBC’s Tier 1 Access Provisioning team supporting Capital Markets technology access. You will analyze, review, and execute access requests accurately and efficiently while helping to manage and prioritize access request queues.
- A key responsibility will be processing getIT requests related to people changes, including recent hires, transfers, and terminations. You will also process access modification requests, including Identity and Access Management (IAM) attestations,



and resolve access-related incidents in accordance with established procedures.
- You will work closely with internal technology teams and business partners to ensure access requests are completed accurately, within established timelines, and in compliance with applicable controls, policies, and standards.

This How You’ll Succeedis a hybrid opportunity, with an expectation to work 1–3 days per week on-site, with the remaining days worked remotely.

Who You Are

- - You have 1+ years of experience in a technology support, access management, service request management, or related environment.
- - You have experience working with Active Directory (ARS), Microsoft Exchange, and ServiceNow.
- - You have experience processing user access requests, including provisioning, modification, and revocation of access.
- - Experience with ID creation across multiple infrastructure platforms is an asset.
- - You have a degree or diploma in Computer Science, Information Technology, or a related field, or equivalent relevant experience.
- - You are highly detail-oriented and understand the importance of accuracy when working with technology access.
- - Your critical thinking and problem-solving skills enable you to assess requests, identify issues, and determine appropriate next steps.
- - You are organized and able to manage multiple priorities while meeting established timelines and SLAs.
- - You communicate clearly and professionally with end users, technology teams, and internal partners.
- - You understand the importance of following established security controls, policies, procedures, and standards.
- - You are comfortable working independently while knowing when to seek guidance or escalate an issue.
- - You are passionate about delivering a positive experience to internal partners and building effective working relationships.
- - You demonstrate trust, teamwork, and accountability in your day-to-day work.

Must Have Requirement:

- - 1+ years of experience in a technology support, access management, service request management, or related environment.
- - Degree or diploma in Computer Science, Information Technology, or a related field, or equivalent relevant experience.
- - Strong ability to follow documented procedures.

Nice to Have:

- - Experience working with Active Directory or Service Now.
- - Experience with ID creation across multiple infrastructure platforms is an asset.

Job Types: Full-time, Permanent

Pay: $35.00-$40.00 per hour

Expected hours: 37.5 per week

Experience:

- Active Directory (ARS), Microsoft Exchange, and ServiceNow.: 1 year (required)

Work Location: Hybrid remote in Toronto, ON

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