User Support Specialist II

The Technology Support Analyst is responsible for providing and managing complex and escalated support for technology products and applications.

You will be expected to take corrective action or escalate issues, review ticket notes from the Service Desk Associates supporting an unresolved issue or request and design next steps toward resolution, monitor key issues and alert if incidents appear to be a larger issue, and take ownership of Service Desk engagement in changes in compliance with established controls, standards, policies, and procedures.

The role works with multiple technical areas to perform a broad variety of assignments, employing a diverse skillset to provide level two technology product and application support that meets end user needs.

The Technology Support Analyst works closely with others to achieve synergies and accomplish common goals, documenting technology support steps for knowledge management and taking corrective actions that meet defined completion and delivery times.

The role is often required to interpret ticket information, policies, standards, and requirements to meet work objectives, such as monitoring and escalating major incidents and maintaining appropriate system and application access rights. You’re flexible to work alternate schedules if required including evening or weekend hours, or special times for system changes.

Manage End User Interactions – Contact end users to further understand their issue or needs, advise them on solutions, and provide a resolution that is tested and complete . Communicate clearly and calibrate language for non-technical understanding when necessary. Use your knowledge from ticket notes, experience, or engage other support teams if needed.

Remain Up-To-Date on Support Changes - Engage in informational calls on changes in technology, project meetings requiring Service Desk support, application upgrade information, and any other information the Service Desk requires to be successful in supporting CIBC technology tools and services. Share knowledge with team and document knowledge for repeatable and consistent service.

Build Relationships – Direct Service Desk Associates with questions by providing tips and tricks for troubleshooting, guiding to resources available and foster teamwork. Grow your contacts in other support areas including the Enterprise support teams, develop key contacts for escalations and collaborate with others to ensure end user issues are resolved or assigned to the next level of support for resolution.

You're passionate about people. You find meaning in helping someone understand and resolve their issue. You connect with others through respect and authenticity.

You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.

You’re goal-oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. Specifically you have experience with O365, Active Directory, Identity Management tools, ServiceNow, Mobility support including iOS and Android devices, and hardware support including desktops, laptops, tablets, printers, scanners.

You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.

Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and home.

Connect: Work in a place where the right technology and infrastructure foster innovation, collaboration, and creativity.

Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training.