Description:
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.
How You'll Succeed
- Training delivery - 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.
- User support operations - 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.
- Access administration - Support user access administration activities to help ensure colleagues can access the right document management tools and resources in a timely and effective way.
- Content management - 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.
- Communications and engagement - 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.
- Feedback and continuous improvement - 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.
Who You Are
- You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
- 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 know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
- You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best.
- You can demonstrate experience in training delivery, end-user support, access administration, documentation development, SharePoint content management, and user communications. It’s an asset if you have experience supporting document management tools such as PrivateLink, ShareFile, Kiteworks, Viva Engage, or similar enterprise platforms in a regulated environment.
- Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.