Regulatory Governance & End User Technology Associate (12mth FTC Maternity Cover)

Purpose of Job

This role will be divided between delivering reporting for regulatory requirements and providing service desk support for users in EMEA.

The role supports International Technology management in governance reporting for internal control testing, internal audit, and data centre reporting as a regulatory requirement.

To provide efficient and courteous tier 1 service desk and desktop support for end user computing. Working in a team of 5, covering shifts between 7:00am and 6:30pm, Monday to Friday, the role requires a high level of customer focus, clear ownership of problems, and persistence until resolution.

Maintainance and creation of application support documentation and project execution across a range of front office and business support application suites.

In addition to day-to-day service desk and desktop support, the individual is expected to undertake project work, including:

• Product evaluations and recommendations
• Assistance with the development of technical standards and operating procedures
• Providing assistance to Senior Support Analysts
• Application upgrades and deployments
• ServiceNow provisioning

Main Objectives

• Provide detailed feedback to business managers and leaders
• Assist with maintaining IT controls, processes, and associated reporting
• Manage requests for information updates associated to controls and assurance delivery
• Actively participate in UK and Group technology resiliency and Disaster Recovery testing, including planning and reporting
• Oversee and support Audit, Risk, and Technical control assessment requests
• Support regulatory and audit items in collaboration with the International Technology Governance Manager

Tier 1 customer desktop support and Service Desk operations, including:

• Hardware support and life-cycle management
• Application installs, moves, and changes
• Application and hardware upgrades and mass deployments
• Service Desktop project task execution
• Mobility support via BlackBerry UEM and Workspace ONE products
• Support SCCM patching and MS Deployments where and when necessary
• Updating audit documentation
• Monitoring and management of ITSM / ServiceNow queues

Skills / Knowledge Required

• Strong customer/service focus
• Team player with self-motivation
• Well-presented professional with strong communication skills
• Diligent work ethic to adhere to audit-mandated processes
• Able to work under pressure
• Flexible
• Experience supporting trading floor environments from the Service Desk side
• Knowledge of Windows 10 and Microsoft Office products
• Strong background in ITSM platforms (e.g., ServiceNow, Remedy, Cherwell)
• Full BlackBerry UEM device support
• Taking on Service Desk projects and ownership while liaising with third-party vendors and/or other teams within CIBC

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 provide an accessible candidate experience. If you need accommodation, contact Mailbox.careers-carrieres@cibc.com.
• 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.

Job Location

150 Cheapside, 2nd Flr, London

Employment Type

Temporary (Fixed Term)

Weekly Hours

35

Skills

Analytical Thinking, Application Production Support, Application Upgrades, Business, Change Impact Analysis, Controls Testing, Desktop Computers, Disaster Recovery (DR), Disaster Recovery Testing, Documentation, Enterprise Service Delivery, Feasibility Studies, Hardware Support, Hardware Upgrades, Implementation Planning, Operational Efficiency, Resiliency, Service Standards, Technical Support, Training Team Members, Work Collaboratively