Training & User Support Specialist

We need to output HTML fragment with sections: About the role? The posting includes "What You'll Be Doing" (responsibilities), "How You'll Succeed" (maybe responsibilities broken down), "Who You Are" (qualifications/skills), "What CIBC Offers" (benefits), salary info (Pay), hybrid schedule (Schedule). Also location and employment type maybe minor metadata. We must not repeat job title as heading. Use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have content. - About the role: maybe a brief description: "We’re building a relationship-oriented bank..." That's about CIBC and role context. Could be used as About the role. - Responsibilities: from "What You'll Be Doing" and "How You'll Succeed" bullet points. - Requirements/Qualifications/Skills: "Who You Are" includes traits and experience; also "What You Need To Know" includes legal eligibility etc. Could combine. - Benefits: from "What CIBC Offers" and benefits list. - Pay: salary range. - Schedule: hybrid work arrangement 1-3 days on-site. We must not create sections with filler like "commensurate with experience". We have actual salary range. We must not include boilerplate like EEO, legal, application instructions. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to strip out things like "California residents — your privacy rights..." and "If you need accommodation, please contact Mailbox..." and "You need to be legally eligible..." and "We may ask you to complete an attribute-based assessment..." etc. Also remove "Job Location IL-Chicago, 120 S LaSalle St Fl 11 Employment Type Regular Weekly Hours 40 Skills ..."? That's metadata but we can fold minor metadata into a short

or drop it. The instruction: "do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it." So we can include location and employment type in a short paragraph maybe under About the role or separate? Probably better to include a short

with location and employment type. We must preserve ALL substantive information; do NOT invent or summarize away detail. So we need to keep all responsibilities bullet points, all "Who You Are" traits, benefits list, salary range, schedule description. We must not repeat job title as heading. No job title given explicitly but we can ignore. We must output only HTML fragment, no /, no markdown fences. Let's craft:

About the role

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

Location: IL‑Chicago, 120 S LaSalle St, Floor 11. Employment type: Regular, 40 hours per week.

Responsibilities

• Support the Document Management team’s tools and resources that business partners rely on to manage information efficiently and confidently.
• Help colleagues across CIBC Bank USA access, understand, and effectively use document management tools, including PrivateLink and related platforms.
• Focus on user enablement through training, documentation, communications, frontline support, and day‑to‑day operational activities that contribute to a strong end‑user experience.
• Work closely with the Document Management Product Owner, business analyst, technical partners, and stakeholders across multiple lines of business to ensure users have the guidance, access, and support they need.
• Support adoption initiatives, maintain key user channels and resources, and capture feedback that helps improve the overall experience and informs future enhancements.
• 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.
• 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.
• Support user access administration activities to help ensure colleagues can access the right document management tools and resources in a timely and effective way.
• Create, maintain, and continuously improve user‑facing documentation, including FAQs, job aids, quick reference guides, training content, and videos that are current, accessible, and easy to use.
• 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.
• 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

• Put our clients first; engage with purpose to find the right solutions; go the extra mile because it’s the right thing to do.
• Motivated by collective success; believe teamwork can transform a good idea into a great one; value an inclusive team that enjoys working together.
• Detail‑oriented; notice things others don’t; use critical thinking to inform decision making.
• Embrace and advocate for change; continuously evolve your thinking and the way you work to deliver your best.
• Demonstrate experience in training delivery, end‑user support, access administration, documentation development, SharePoint content management, and user communications.
• Experience supporting document management tools such as PrivateLink, ShareFile, Kiteworks, Viva Engage, or similar enterprise platforms in a regulated environment is an asset.
• Bring your real self to work and live CIBC’s values: trust, teamwork, and accountability.

Benefits

• Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans.
• Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays.
• 401(k) plan.
• Competitive total rewards package, incentive compensation plan with possible discretionary bonus.
• Special perks reserved for team members.
• Wellbeing support, MomentMakers social points‑based recognition program.
• Purpose Day – a paid day off dedicated for growth and development.

Pay

Expected salary range: $90,000 – $115,000 (based on experience, qualifications, and location).

Schedule

Hybrid work arrangement: 1‑3 days per week on‑site; remaining days remote.

We need to ensure we didn't include any boilerplate like "California residents — your privacy rights..." etc. We removed those. Check for any leftover: We removed "What You Need To Know" about accommodation, legal eligibility, attribute-based assessment, etc. Good. We kept location and employment type in a short p under About the role. We kept skills list? The posting ends with "Skills Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Relationship Management, Teamwork". That's a list of skills. We could incorporate into Who You Are or a separate Skills section. Since we have a Skills heading allowed, we could create a Skills section. But we already have Who You Are covering traits and experience. The skills list is separate substantive info; we should preserve it. We could add a

Skills

with ul list. But we must not create thin sections; but this is substantive. Let's add Skills section. We need to decide whether to merge with Who You Are or separate. The instruction: "Prefer a few substantive sections over many thin ones." Having both Who You Are and Skills may be okay if each has substantive content. Who You Are currently has traits and experience; Skills list is separate. Could combine them into one section "Who You Are" that includes both traits and skills. But we already have a list of traits; adding skills list may make it longer but still one section. That might be better to avoid many sections. However we already have a Benefits, Pay, Schedule sections. Having Who You Are and Skills separate may be okay but we risk thin sections if Skills only has a list of 8 items. That's still substantive. But we could combine. Let's combine: In Who You Are we can add after the traits a line: "You possess strong skills in: Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Relationship Management, Teamwork." Or as a ul. We'll keep Who You Are as a ul with traits and then maybe a second ul for skills? But that might be two lists under same heading; still okay. Simplify: Keep Who You Are as a ul with traits and experience; then add a separate

Skills

with ul of skills. That's two sections but both substantive. The instruction says prefer few sections over many thin ones; we have About the role, Responsibilities, Who You Are, Skills, Benefits, Pay, Schedule = 7 sections. Could be okay. Alternatively merge Skills into Who You Are to reduce sections. Let's do that: Who You Are will include both traits and skills. We'll rewrite Who You Are as a ul with items: traits and experience, then a sublist? But we can just add another li for skills: "You possess strong skills in Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Relationship Management, Teamwork." That's one li. Let's do that. Now final HTML. Check we didn't repeat job title. No. Check we didn't include any boilerplate: removed accommodation, legal eligibility, attribute-based assessment, etc. Check we kept all substantive info: responsibilities bullet points (cover all from "What You'll Be Doing" and "How You'll Succeed"). Did we miss any? Let's verify original responsibilities: From "What You'll Be Doing": - Support the Document Management team supports the tools and resources our business partners rely on to manage information efficiently and confidently. - 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. From "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