Technical Systems Analyst

Description:

The Technical Systems Analyst is responsible for formulating system scope and objectives, validating developed requirements, testing, training and implementing applications, and providing end user support. The role performs tasks of technical depth and breadth, validating and documenting business requirements for assigned projects to ensure the maximization of operational efficiency, and ensuring project control procedures and policies are executed. The Technical Systems Analyst determines methods and approaches to projects, providing 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. The role proactively addresses problems within the scope of responsibility and identifies areas for possible improvements.

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

• 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 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. Demonstrate a high level of understanding in ITSM applications. 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. You'll thrive in this environment if you are motivated in your ability to communicate detailed information in a meaningful way.

• Troubleshooting skills - proficient in troubleshooting issues with data feeds, infrastructure components, assets related to hardware and software in a CMDB. Previous exposure working within a CMDB environment is an asset. Research, maintain, and recommend updates to written documentation. Interact with clients to provide updates to issues or requests with the team. Escalate issues that cannot be resolved with developers and architects as required.

• Process Improvement skills – skills and knowledge on process improvement strategies, ability to come up with new ideas to improve existing processes within the CMDB operational support team, including bi-annual CI verification attestation to application owners.

Who you are

• You can demonstrate experience in interpreting information received from users related to CI records and ServiceNow 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 ServiceNow, CMDB and scripting using JavaScript, ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with Microsoft application software (Word, Excel, Outlook, TEAMs, JIRA, etc.)

• 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.