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CIBC · 3 weeks ago

Senior Production Support Engineer

Chicago, IL

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $130K/yr

3+ years exp

CIBC is building a relationship-oriented bank for the modern world and is looking for a Senior Production Support Engineer to lead the implementation and support of the ShinyDocs Analytics tool in Microsoft Azure. This role involves technical implementation, stakeholder engagement, and project management to ensure successful deployment and ongoing support of analytics and content management solutions.

BankingCredit CardsFinancial Services

No H1B

Responsibilities

Lead end-to-end deployment of ShinyDocs Analytics tool within Azure, ensuring alignment with organizational standards and best practices

Configure integrations with data sources, document repositories, and Azure services

Perform technical research, design, configuration, testing, and integration of cross-functional, multi-platform application systems

Provide ongoing technical support, troubleshooting, and issue resolution for ShinyDocs Analytics and ECM users

Utilize ITIL Incident, Problem, and Change Management processes to resolve incidents, identify root cause, and implement application changes

Participate in major incidents, disaster recovery events, and plan/implement certificate creation/renewals as needed

Monitor application performance, conduct health checks, and apply updates or patches as required

Ensure data integrity, privacy, and compliance with CIBC’s security policies and regulatory requirements

Manage access controls, user permissions, and audit logs within Azure

Support risk management activities and ensure adherence to internal and external compliance standards

Validate and submit responses to audits, and maintain documentation such as deficiencies, deviations, and application flow diagrams

Partner with business units to understand analytics and content management needs, translating them into actionable solutions

Build strong relationships with technical team members, clients, vendors, and business stakeholders

Train end-users and provide guidance on tool functionality, features, and best practices

Gather feedback, identify improvement opportunities, and implement enhancements in collaboration with stakeholders

Communicate project status, technical issues, and solution benefits to both technical and non-technical audiences

Assist with the creation and customization of analytics reports and dashboards

Analyze data and provide insights to support business decisions

Identify opportunities for automation, optimization, and process improvement

Review, plan, test, and implement system upgrades and enhancements, ensuring minimal system impact

Work closely with business stakeholders, data scientists, and IT teams to understand data challenges and deliver solutions that integrate seamlessly with existing workflows. Provide training and support to end-users on leveraging GenAI-powered record classification and insights tools

Manage project timelines, deliverables, and resources related to ShinyDocs Analytics and ECM implementations

Provide technical guidance concerning business implications of technology projects

Coordinate with cross-functional teams to ensure successful project execution

Prepare regular status updates and reports for leadership

Mentor and support intermediate analysts

Qualification

Azure cloud servicesEnterprise Content ManagementShinyDocs AnalyticsScripting PowerShellScripting PythonSQL query writingITIL processesTroubleshooting skillsAnalytical skillsStakeholder managementProject coordinationData privacy knowledgeChange managementCommunication skills

Required

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience

3+ years of experience in application support, including implementing and supporting enterprise analytics or document management solutions

Hands-on experience with Azure cloud services (VMs, storage, networking, security)

Experience with Electronic Data Management Systems/Enterprise Document Management/Electronic Content Management systems (EDMS/ECMS) such as Hyland OnBase, OpenText, DocuWare, IBM Content Management, Laserfiche, Box, Nautilus, or similar

Familiarity with ShinyDocs or similar analytics/document management platforms is highly desirable

Experience with workflows, forms, reports, and file integration

Proficient in scripting (PowerShell, Python) and automation within Azure

Experience with SQL query writing is an asset

GenAI Experience to Achieve Data Insights Supported with Record Classification

Strong troubleshooting, analytical, and problem-solving skills

Excellent communication, stakeholder management, and project coordination abilities

Knowledge of data privacy, compliance, and security best practices

Experience with ITIL Change, Incident, and Problem management processes

Digitally savvy; innovative, adaptive to evolving technologies and trends