Senior Consultant, Service Request Management

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. To learn more about CIBC, please visit What You'll be Doing 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. How you'll succeed Project leadership and Service delivery - 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. Requirements translation - Interpret project requirements involving access provisioning, and ensuring implementation plans, and service delivery outcomes align with BAU processes . Technical expertise - 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. Risk and compliance management - Ensure work is delivered in alignment with audit, risk, and control requirements, including access governance, compliance standards, and audit evidence documentation. Who you are You can demonstrate 8+ years’ experience in access provisioning, ServiceNow, and project or program delivery. You have experience provisioning access across multiple platforms and systems, managing parallel activities, deadlines, and competing priorities in a dynamic environment. You’re also comfortable presenting to executive-level audiences and building strong stakeholder relationships across business and technology. You can demonstrate experience in Excel, Power BI, Identity and Access Management practices, and ServiceNow. It’s an asset if you’ve supported access management operations within a large, regulated organization. You’re goal oriented. You have an ability to orchestrate activities. You can manage multiple workstreams at the same time, identify dependencies and priorities, and ensure risks and issues are escalated and resolved effectively. You embrace and advocate for change. You use your knowledge, experience, relationships, and collaboration skills to determine when services, processes, or procedures should be adapted to meet business needs. You bring stakeholders together to build alignment and support progress across the organization. You know that details matter. You bring a strong understanding of audit, risk, and control requirements. You’re confident working with access governance, compliance standards, and documentation needed to support audit readiness. Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability. #LI-TA What CIBC Offers At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck. We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, 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. 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. *Subject to plan and program terms and conditions What you need to know CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit. We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us. Job Location Toronto-81 Bay, 14th Floor Employment Type Regular Weekly Hours 37.5 Skills Analytical Thinking, Client Service, Service Standards, Strategic Objectives, Technical Leadership, Technology Implementations, Technology Operations, Work Collaboratively