Training & User Support Specialist
About The Position
The Document Management team supports the tools and resources our business partners rely on to manage information efficiently and confidently. As a Training & User Support Specialist, you'll help colleagues across CIBC Bank USA access, understand, and effectively use document management tools, including PrivateLink and other related platforms. You'll focus on user enablement through training, documentation, communications, frontline support, and day-to-day operational activities that contribute to a strong end-user experience. Working closely with the Document Management Product Owner, business analyst, technical partners, and stakeholders across multiple lines of business, you'll help ensure users have the guidance, access, and support they need to use these tools effectively. You'll also support adoption initiatives, maintain key user channels and resources, and capture feedback that helps improve the overall experience and informs future enhancements. At CIBC we enable the work environment most optimal for you to thrive in your role. You'll have the flexibility to manage your work activities within a hybrid work arrangement where you'll spend 1-3 days per week on-site, while other days will be remote.
Requirements
- Demonstrate experience in training delivery, end-user support, access administration, documentation development, SharePoint content management, and user communications.
- Analytical Thinking
- Business Effectiveness
- Client Service
- Communication
- Detail-Oriented
- Process Improvements
- Relationship Management
- Teamwork
Nice To Haves
- Experience supporting document management tools such as PrivateLink, ShareFile, Kiteworks, Viva Engage, or similar enterprise platforms in a regulated environment.
Responsibilities
- Design, update, and facilitate live and virtual training sessions, office hours, and help sessions for new and existing users to support onboarding, adoption, and ongoing learning.
- Own the support inbox, respond to functional user inquiries, provide frontline support for day-to-day questions, and route issues to the appropriate technical or business partners when needed.
- Support user access administration activities to help ensure colleagues can access the right document management tools and resources in a timely and effective way.
- Create, maintain, and continuously improve user-facing documentation, including frequently asked questions, job aids, quick reference guides, training content, and videos that are current, accessible, and easy to use.
- Keep user communication channels current by managing content across Viva Engage, SharePoint, Get IT, and other internal platforms, sharing tips, updates, reminders, and release-related information that supports adoption.
- Capture feedback from day-to-day users, identify common questions and pain points, track support trends, and partner with the business analyst and Product Owner to improve training materials, communications, and the user experience.
Benefits
- Medical
- Dental
- Vision
- Health Savings Account
- Life Insurance
- Disability
- Other Insurance Plans
- Paid Time Off (including Sick Leave, Parental Leave and Vacation)
- Holidays
- 401(k)
- Incentive pay
- Banking benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
