Senior Infrastructure Analyst

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 CIBC.com

What you'll be doing

You’ll be joining CIBC’s Technology Services Department. You’ll be responsible for the Audio Visual for Bank USA . You’ll play a critical role in selecting the vendor for this service.  Your day to day activities will include resolving escalated client needs through service desk from multiple lines of businesses related to AV equipment,  meeting scheduling, meeting assistance while providing on-call support. This role will work closely with all levels of the organization, specifically the C-Level Executives for large meetings.   You will be communicating will all part of the organization, most directly with the Technology team to ensure all equipment is complete, working and available.  You’ll be a key part of an innovative, “first to market” technology culture, contributing to CIBC’s digital transformation.  This role will oversee other AV team members to ensure quality AV solutions through the US.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 4 days per week on-site, while other days may be remote.

How you’ll succeed

• Analytical investigation - Demonstrate a high level of understanding of various AV technologies. Investigate hard to solve problems, make sense of information and provide recommendations for long term solutions with an aim towards increasing client satisfaction. You'll thrive in this environment if you are motivated in your ability to communicate detailed information in a meaningful way.

• Troubleshooting skills - Research, maintain, and recommend updates to written documentation on each escalated incident and/or contact; respond to clients (telephone, email, web); escalate incidents that cannot be resolved to the next level of support as required by documented procedures/policies.

• Communication skills – Ability to communicate effectively with all levels of the organization both in person and in writing.   Will working closely with a C-level executives during meetings and calls.

• Team Work – Demonstrate the ability to working with an Enterprise team to help when issues arise that need additional resources to resolve.  Ability to oversee other AV team members as needed.

Who you are

• You can demonstrate experience in interpreting information received from first level of response when issues are escalated. Identifying gaps in existing problem resolution process to improve operational efficiencies. Determining solutions outside set procedure when a set procedure is not working, and providing high-level expertise for extensive troubleshooting.

• You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with AV equipment, large and small meeting set-ups.

• 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 look beyond the moment. You make choices and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.

• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $135,000 - $144,000 for the market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays and 401(k), in addition to other special perks reserved for our team members.

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 benefits program*, a vacation offering, wellbeing support, 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.

*Subject to plan and program terms and conditions

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 Mailbox.careers-carrieres@cibc.com

• 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 tests (such as simulation, coding, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

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