Sr Analyst TechConnect

About CIBC India:

CIBC India is a technology and operations hub in Hyderabad, where youll be part of our highly engaged and global team, and play a central role in supporting our growth. Whether youre driving innovation in digital banking or streamlining client onboarding, youll be part of a culture recognized for excellence and investment in people. At CIBC India, people and progress are at the center of what we do: youll develop skills, collaborate with industry leaders, and see your ideas realized in a culture that values progress and belonging.

We provide cutting-edge resources, ongoing learning, and a supportive environment where people come first. If youre ready to create meaningful change and build your future, CIBC India is where your ambition meets opportunity.

What Youll Be Doing (position summary):

The Senior Analyst, TechConnect is responsible for providing first and second level support for application and infrastructure technologies and small to medium initiatives in a multi-platform environment. The role performs tasks of technical depth and breadth, utilizing an understanding of business dynamics to analyze and recommend updates to documentation on each escalated incident, monitoring common client problems to evaluate long term solutions that increase client satisfaction. The Senior Analyst, TechConnect troubleshoots problems and provides technical training to less experienced employees.

The role uses judgement and autonomy on day to day tasks, exercising considerable latitude to analyze client identified incidents or problem resolution process gaps to recommend changes to procedures or systems to improve performance. The role proactively addresses problems within the scope of responsibility and identifies areas for possible improvements.

At CIBC India we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (including on-site and remote work) will be discussed at the time of your interview.

How Youll Succeed (responsibilities):

Youll be joining CIBCs Employee Technology Services team. Youll be able to provide first level support with technology products or applications. Youll resolve client needs through TechConnect in-person support from multiple lines of businesses related to infrastructure or applications; resolve and/or further escalate one or more products or services.

Youll be a key part of an innovative, first to market technology culture, contributing to CIBCs digital transformation.

CROSS-FUNCTIONAL RELATIONSHIPS:

COMPLIANCE REQUIREMENTS/RESPONSIBILITIES:

• As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.

AUTHORITIES/DECISION RIGHTS:

• As a key contributor to the business unit, this job has the authority to recommend changes to business processes in order to enhance operational efficiency and effectiveness.

JOB DIMENSIONS:

• 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 Microsoft application software (Word, Excel, Outlook, 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.

Experience: 6+ years of experience

Who You Are (skills/qualifications):

Must Have Skills:

• 6+ years experience in a help desk support role.
• Analytical investigation - Demonstrate a high level of understanding of various 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.

What CIBC India Offers:

At CIBC India, your goals are a priority. We start with your strengths and ambitions and strive to create opportunities to tap into your potential. We aspire to give you a career that goes well beyond your compensation.

• We work to recognize you in meaningful, personalized ways including competitive fixed pay, performance-based incentive programs, a family-first benefits program, employer contributions for your retirement, attractive time off and leave offerings, wellbeing support, and Moment Makers, 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 worldwide
• 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

Privacy:

By proceeding with the creation of a profile and submitting an application in response to this job posting, you acknowledge and agree that your personal data will be collected, used, retained and disclosed by CIBC India and its affiliates, as described in theCandidate Privacy Statement.