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

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. 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.

Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

Utilizing

Tools - experience working with ServiceNow application and ServiceNow 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.

Experience working closely with the ServiceNow 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.



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 setting is an asset.

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. You have 5+ years of experience ITSM, CMDB, MID servers, Basic scripting knowledge with Python, Javascript and well versed in ServiceNow glide. You have working knowledge in DevsEcOps, 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 ServiceNow when issues are escalated. Your critical thinking skills help to inform your decision making. We work to recognize you in meaningful, personalized ways including a 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.

Business Systems

Analysis IT Process Improvement Service Delivery Technical Knowledge #

📌 Senior Production Application Support Analyst (Toronto)
🏢 CIBC
📍 Toronto