Sr. Consultant, Service Request Management
Sr. Consultant, Service Request Management
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Job Description
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
The Employee Technology Services elevates the employee experience and you will work in the Service Request Management team where youll make difference in our employees request experience. As a Senior Consultant Service Request Management you will be looking into various areas of the request provisioning. You have the accountability to assess the provisioning trend provide technical expertise to team and engage in discussion with stakeholders. You have the accountability in providing direction for automation streamline multiple request within Request Response assignment. This requires collaboration with internal teams and vendors to get in alignment and drive change. As Service Matter Expert you will be responsible in driving continual improvements of the department processes analyzing data establishing goals and execute on it.
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 Youll Succeed
- Optimize Service Request Delivery - Youll act as a subject matter expert in Service Request Management Service Now Out of the Box and other key organization initiatives. Youll identify opportunities to simplify request handling streamline provisioning activities and eliminate inefficiencies. Your insights into request trends and capacity constraints will guide adjustments in delivery dates and help rebalance workloads across teams to meet business needs efficiently.
- Collaborate and Align with Stakeholders - Youll work closely with internal teams and external vendors including partners from Bank US FCIB CIBC Mellon Information Security and various application teams to ensure end-to-end alignment on provisioning initiatives. Your ability to build and maintain strong relationships across business and technology will be critical in facilitating informed decision-making and ensuring clear consistent communication. Youll support leadership by providing recommendations based on data trends and risk assessments contributing to organizational goals and service quality.
- Lead Continuous Improvement and Compliance - As a proactive change leader youll identify areas for improvement within current processes and help implement strategic initiatives that enhance end-user experience. Understand processes and procedures to determine potential downstream impact to team and provide alternatives or simplify processes to minimize impact. Youll conduct ongoing review of the Service Request trends the request assignments and ensure clear communication between provisioning teams and adjustments in delivery dates. You will monitor key performance indicators and compliance requirements ensuring all provisioning activities are audit-ready and aligned with risk mitigation frameworks. Your experience managing Agile workflows (Scrum Kanban) coupled with technical knowledge in ServiceNow and provisioning platforms will help you drive sustainable compliant and scalable improvements across the organization
Who You Are
- You can demonstrate 8 years experience in access provisioning. You have experience in provisioning across multiple platforms systems. You worked in dynamic fast pacing environment and can juggle multiple priorities simultaneously. 8 years experience in Service Now Agile ARS. You have coding experience in Service Now worked with various teams using Scrum Kanban to manage daily tasks. Manage parallel activities deadlines and priorities effectively and have experience presenting at executive level. You have previous experience in establishing and maintaining stakeholder relationships across business and technology. Monitor performance metrics and continually drive improvements through open communication with internal teams partners and vendors.
- You have an ability to orchestrate activities across multiple workstreams simultaneously identify linkages and priorities and ensure resolution of risks and issues.
- You embrace and champion change. Use knowledge experience relationships and collaboration determine if services processes or procedures may be modified to suit business needs. Leading the collaboration of a variety of other stakeholders to reach alignment within the organization.
- Values matter to you. You bring your real self to work and you live our values - trust teamwork and accountability.
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* defined benefit pension plan* an employee share purchase plan 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 French proficiency 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.
Job Location
Toronto-81 Bay 14th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Analytical Thinking Customer Service Help Desk Support Information Technology Operations Problem Resolution Service Requests Technical Support User Access Work CollaborativelyRequired Experience:
Senior IC
Employment Type
Full-Time
