Senior Production Support Engineer

CIBC•Chicago, IL

3d•$110,000 - $130,000•Hybrid

About The Position

As a member of CIBC’s 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.

Requirements

Minimum 3–5 years in application support, preferably with 1–3 years in banking.
Experience with ECM/EDMS, workflows, forms, and reports is essential.
Familiarity with ITIL Change, Incident, and Problem Management; cloud technologies (e.g., Azure); SQL query writing and file integration (preferred).
Strong analytical, critical thinking, and decision-making skills.
Excellent relationship management, networking, and mentoring abilities. Ability to support and mentor intermediate analysts.
Embrace innovation and evolving technologies; adapt easily to new tools and trends.
Engage with purpose to find the right solutions and go the extra mile for clients.
Demonstrate trust, teamwork, and accountability in all interactions.

Nice To Haves

Bachelor’s degree or equivalent experience.
Experience with major ECM tools (Hyland OnBase, OpenText, etc.).

Responsibilities

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.
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.
Support and maintain Electronic Data Management/Enterprise Document Management/Electronic Content Management systems, including document capturing, storage, indexing, version control, and workflow automation.
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.
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.
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.

Benefits

Medical
Dental
Vision
Health Savings Account
Life Insurance
Disability
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.
Competitive salary
Incentive pay
Banking benefits
A benefits program
A vacation offering
Wellbeing support
MomentMakers, our social, points-based recognition program