Senior Production Support Engineer

Were building a relationship-oriented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats 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

What Youll Be Doing

As a member of CIBCs Production Support Team you will play a key role in ensuring the stability efficiency and compliance of critical business applications with a focus on Electronic Content Management (ECM) systems. You will provide second-level support for client and technical issues manage system/web site outages and coordinate with internal and external partners to resolve incidents. Your responsibilities will span troubleshooting incident management systems implementation and relationship management ensuring seamless operations and client satisfaction.

Key Responsibilities

Production Support & Troubleshooting

• Investigate and resolve operational issues prioritizing based on severity risk and business impact.
• Manage issue logs Contact Centre requests and escalations.
• Provide 24x7 support including coordination of recovery efforts and disaster recovery events.
• Utilize Incident and Problem Management to resolve incidents and identify root causes.
• Design and implement solutions to prevent recurrence and ensure high client satisfaction.

Systems Implementation & Maintenance

• Lead or coordinate technical research configuration testing and integration of cross-functional multi-platform application systems.
• Implement application changes through established change management processes.
• Ensure compliance with regulatory and information security standards.
• Plan and execute certificate creation/renewals and system upgrades.
• Review system patches and updates ensuring minimal system impact.

ECM/EDMS Focus

• Support and maintain Electronic Data Management/Enterprise Document Management/Electronic Content Management systems including document capturing storage indexing version control and workflow automation.
• Work with tools such as OpenText ShinyDocs Content Management

Partnership & Relationship Management

• Act as a liaison with business partners technology groups vendors and clients.
• Build strong relationships and communicate effectively to identify needs and recommend solutions.
• Promote and support channel support concepts products and services.

Project Delivery

• Serve as a subject matter expert for planned system changes and projects ensuring compliance with organizational standards.
• Analyze proposed application designs provide feedback and participate in system testing prior to production deployment.
• Produce quality and timely deliverables as part of project teams.

Documentation & Compliance

• Maintain documentation including deficiencies deviations application flow diagrams and SCCM plans.
• Validate and submit responses for audit requests.
• Research evaluate and support the development and implementation of new or revised policies and procedures.

How Youll Succeed

• Experience: Minimum 35 years in application support preferably with 13 years in banking. Experience with ECM/EDMS workflows forms and reports is essential.
• Technical Skills: Familiarity with ITIL Change Incident and Problem Management; cloud technologies (e.g. Azure); SQL query writing and file integration (preferred).
• Problem Solving: Strong analytical critical thinking and decision-making skills.
• Collaboration: Excellent relationship management networking and mentoring abilities. Ability to support and mentor intermediate analysts.
• Digital Savvy: Embrace innovation and evolving technologies; adapt easily to new tools and trends.
• Client Focus: Engage with purpose to find the right solutions and go the extra mile for clients.
• Values: Demonstrate trust teamwork and accountability in all interactions.

Work Arrangement

Hybrid environment with an expectation to be onsite at least 2 days per week; remote work permitted on other days.

Preferred Qualifications

• Bachelors degree or equivalent experience.
• Experience with major ECM tools (Hyland OnBase OpenText etc.).

California residents your privacy rights regarding your actual or prospective employment

At CIBC we offer a competitive total rewards package. This role has an expected salary range of $100000.00 - $120000.00 for the Chicago market based on experience qualifications and location of the position. The successful candidate may be eligible to participate in the relevant business units incentive compensation plan which may also include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employees 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.

This position does not offer visa sponsorship.

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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

• 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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