Senior Consultant, Service Request Managment

CIBC•Toronto, ON

12d•Hybrid

About The Position

Employee Technology Services elevates the employee experience, and on the Service Request Management team, you’ll help improve how employees access the tools and services they need to do their best work. As a Senior Consultant, Service Request Management, you’ll lead project discussions related to request provisioning and access management, ensuring business requirements are clearly understood and translated into effective operational plans. You’ll provide technical expertise, collaborate with subject matter experts, intake partners, and project teams across the organization, and support complex project and program initiatives through clear, consistent communication. You’ll manage multiple engagements while ensuring priorities remain aligned with organizational direction. You’ll also assist in planning and configuring workflows in Service Now and identify opportunities to strengthen service performance and improve the employee request experience. 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.

Requirements

8+ years’ experience in access provisioning, ServiceNow, and project or program delivery.
Experience provisioning access across multiple platforms and systems, managing parallel activities, deadlines, and competing priorities in a dynamic environment.
Comfortable presenting to executive-level audiences and building strong stakeholder relationships across business and technology.
Experience in Excel, Power BI, Identity and Access Management practices, and ServiceNow.
Legally eligible to work at the location(s) specified and, where applicable, must have a valid work or study permit.

Nice To Haves

Supported access management operations within a large, regulated organization.

Responsibilities

Lead discussions for complex project and program initiatives, partnering with Service Request Management subject matter experts, intake partners, and cross-functional teams to clarify requirements, align activities, and support successful delivery.
Support service performance and escalations in partnership with internal stakeholders, project and provisioning teams.
Interpret project requirements involving access provisioning, and ensuring implementation plans, and service delivery outcomes align with BAU processes.
Apply your knowledge of Identity and Access Management concepts, including access provisioning, deprovisioning, role-based access controls, and user lifecycle processes, to support project execution and day-to-day service effectiveness.
Using your Service Now skills support developing and maintaining out of the box service catalog requests workflow and using Power BI skills analyze operational performance.
Ensure work is delivered in alignment with audit, risk, and control requirements, including access governance, compliance standards, and audit evidence documentation.
Manage multiple workstreams at the same time, identify dependencies and priorities, and ensure risks and issues are escalated and resolved effectively.
Use your knowledge, experience, relationships, and collaboration skills to determine when services, processes, or procedures should be adapted to meet business needs.
Bring stakeholders together to build alignment and support progress across the organization.
Bring a strong understanding of audit, risk, and control requirements.
Work with access governance, compliance standards, and documentation needed to support audit readiness.

Benefits

competitive salary
incentive pay
banking benefits
a benefits program
defined benefit pension plan
an employee share purchase plan
a vacation offering
wellbeing support
MomentMakers, our social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development