Senior Production Support Engineer

CIBC Analytics And ECM Implementation Lead

CIBC is seeking a dynamic and experienced professional to lead the implementation, integration, and ongoing support of the ShinyDocs Analytics tool in Microsoft Azure. This role combines technical expertise, stakeholder engagement, production support, and project management to ensure successful deployment, reliable operations, and sustained value from ShinyDocs Analytics and related ECM (Enterprise Content Management) solutions across the organization.

Key Responsibilities

Technical Implementation, Support & Maintenance

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.

Data Management, Security & Compliance

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.

Stakeholder Engagement, Relationship Management & Training

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.

Reporting, Analytics & Continuous Improvement

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.

Project Management & Collaboration

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.

Qualifications

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.

Preferred Skills

Experience in financial services or regulated environments.

1-3 years of business experience in banking is an asset.

Azure certifications (e.g., AZ-104, AZ-900).

Experience with business intelligence tools and data visualization platforms.

Experience in change management, user adoption, and process optimization.

Bachelor's degree or equivalent experience.

Experience with major ECM tools (Hyland OnBase, OpenText, etc.).

Work Arrangement

Hybrid environment with an expectation to be onsite at least 2 days per week; remote work permitted on other days.

At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $110,000.00 - $130,000.00 for the Chicago market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit's incentive compensation plan, which may also include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee's needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays and 401(k), in addition to other special perks reserved for our team members.

This position does not offer visa sponsorship.