Sr Consultant, Production Application Support

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

As a Senior Consultant Production Application Support you will join the Capital Markets CRM Support team to provide senior production support expertise on both the SalesForce application and related infrastructure issues. You will lead client reported tickets and internally identified areas for improvement to a successful end. You’ll rely on your operational expertise to facilitate, support and enhance service delivery and the continual improvement of operational processes while adhering to CIBC’s technology standards. You will take the role of mentor and SME for the team, helping to create opportunities for the other team members to share their expertise with the rest of the team. You will oversee how our processes are documented, and work to ensure our knowledge base and run books are kept up to date, and consistently formatted.

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.  

How you’ll succeed

• Analysis and Support: Evaluate and identify trends in our service requests to isolate recurring requests that can be optimized with the addition of automation. Coordinate and/or execute resilient automation solutions or improved processes. Paying key attention to adherence to standards for CRM Support. Respond to end users requests for service and manage the support backlog to ensure requests are addressed in timely manner.
• Troubleshooting: Take a lead role in tackling critical complex production problems. Monitor and analyze supported services to identify opportunities for improvement and recommend solutions. Eliminate repeating issues by working with the rest of the CRM Support, CRM Development team and our Infrastructure partners to find permanent solutions.
• Collaboration: You’ll work with various technical teams to develop and manage the execution of implementation plans for high to critical complex new application and maintenance updates
• Communication: Interacting with all levels within CIBC, your communication skills, both written and verbal, will help move solutions to their conclusive end while keeping all concerned parties up to date.

Who you are:

• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
• You can demonstrate experience in SalesForce application support.  The ideal candidate will have expert knowledge in the following: SalesForce Platform and Financial Services Cloud products, reports & dashboards (both standard and  CRM Analytics), Workflows and Flows, Permission Sets, page layouts including concepts of user interface design, and problem solving and troubleshooting within the SalesForce ecosystem and beyond. Having certifications such as: Salesforce Certified Advanced Administrator, Salesforce Certified Application Architect is required.
• You love to learn. You're passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
• You are confident to take charge. You're passionate about helping the team to grow and evolve, and you are seeking an opportunity to develop leadership skills.
• 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 act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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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