Specialist Solution Management

At CN, we work together to move our company-and North America-forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely and our employees can focus on value-added tasks. You will be able to develop your skills and career in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us! For internal candidates, note that the grade level of the position will depend on the employee's experience.
For internal candidates, note that the grade level of the position will depend on the employee's experience.

Job Summary

The Specialist Solution Management role entails providing technical support for the Rail Traffic Control (RTC) system and coordinating with other IT stakeholders to ensure the integrity and evolution of the products they are accountable for. The Specialist ensures that these products perform within agreed-upon Service Level Agreements (SLAs), adhere to IT standards (such as Security and Architecture), maintain support excellence, and always stay current. Acting as the primary escalation point during problem resolution, they also keep business stakeholders informed of progress.

Main Responsibilities

• Maintain and support critical Train Dispatch Systems to ensure smooth train operations.
• Setup, configure, and maintain system servers and workstations.
• Configure, test, and install vendor system releases.
• Prepare, test, and implement database changes.
• Troubleshoot system issues, conduct Root Cause Analysis (RCA), and implement resolutions.
• Coordinate system changes with all relevant stakeholders.
• Lead incident resolution, ensuring full recovery and resolution within the SLA, followed by problem investigations, including defect creation.
• Manage releases, defining implementation plans including deployment, cutover, and fallback. Ensure successful deployment to the production environment.
• Participate in the development of a new critical dispatch system (PDS2.0) being developed by Wabtec. Provide first-line support for the system once in service, focusing on improving performance and availability thereafter.
• Ensure compliance with all relevant CN IT standards (e.g., Security, Architecture, Project Delivery Methodology, SOX, ITIL).
• Automate and optimize support tasks.
• Effectively and promptly inform business stakeholders of recovery activities.
• Interface with business colleagues, I&T Help Desk, IT Command Center (ITCC), I&T support teams, or vendors.
• Collaborate with team members to enhance overall support and product evolution activities.
• Create, update, and manage comprehensive documentation for internal processes, procedures, and best practices.
• Collaborate with subject matter experts to ensure accuracy and relevancy of documentation.
• Develop clear and concise job aids, manuals, and instructional materials to support training and onboarding efforts.
• Establish a central repository for easy access to documentation by team members.
• Regularly review and update existing documents to reflect process changes.
• Provide training and support to team members on effective use of documentation resources.
• Responsible for maintaining and supporting OCG and Aserver systems, as well as assisting with the packet switch migration to the OCG project.

Education

• Bachelor's in computer science, Information Systems, or equivalent degree/diploma or work experience

Experience

• Experience in a 24/7 support environment
• Fresh graduates with the required technical knowledge will be considered.

General Skills and Competences

• Strong technical aptitude
• Strong analytical and troubleshooting skills.
• Excellent time management, interpersonal and communication skills (verbal and written), with high proficiency in English.
• Able to communicate with all levels of the company.
• Ability to multi-task in a constantly evolving environment
• Availability outside of working hours for escalation during problem investigation/resolution
• Attention to detail while reviewing large documents with numerous impacts and elaborate flows.
• Ability to articulate in a clear and concise manner to drive discussions.
• Critical thinking skills to provide solution-based ideas to drive results.
• Critical writing skills to properly communicate ideas to a broad range of recipients.
• Efficient time management skills and multi-tasking capabilities
• Effective interpersonal communications
• Drives initiatives based upon Company directives in a self motivating manner.
• Promotes motivation and team building among employees to increase productivity.
• The ability to maintain composure in stressful situations to accomplish goals.
• Project and time management skills to ensure prioritization of activities to meet requirements and project timelines.
• Experience with S&C is a plus.
• Any skills/attributes for these above would be considered as an asset.

Technical Skills/Assets

• Strong understanding of release management processes and best practices.
• Proficient in analyzing systems and processes with a focus on innovation and process improvement.
• Experience and knowledge of various deployment strategies.
• Knowledge and experience in CI/CD (Continuous Integration/Continuous Deployment) practices.
• Proficient in scripting using various scripting languages.
• API knowledge
• Familiarity with the following tools and platforms:
o ServiceNow
o Google Cloud Platform (GCP)
o Kubernetes
o PowerShell scripting
o Linux operating systems
o CockroachDB
o Microsoft SQL
o Anthos
o Kafka
• A variation of above skills will be considered.

Working Conditions

• Working with mission critical, safety systems.
• Significant time spent working on computer systems and reviewing technical documents.
• Pressure to meet changing project schedules, priorities, and deadlines.
• Required to be on call during system commissioning activities.
• May be required to respond to emergency situations.
• After hours support on-call rotation. Occasional after-hours work.
• Work is primarily in an office environment.

About CN
As a leading North American transportation and logistics company, CN is a true backbone of the economy. With a team of approximately 25,000 railroaders, our focus is on moving both our company and the economy forward. We transport US$200 billion worth of goods annually for a wide range of business sectors from resource to manufactured products to consumer goods, across a 20,000-mile network spanning Canada and mid-America. CN is the only Canadian company listed in the Transportation and Transportation Infrastructure sector of the Dow Jones Sustainability World Index (DJSI). Launched in 1999, the DJSI World represents the gold standard for corporate sustainability. At CN, we work as ONE TEAM, focused on safety, sustainability, and our customers, providing operational and supply chain excellence to deliver results.

At CN, we are dedicated to building North America's safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates from underrepresented groups often don't apply unless they feel they fit the job posting at 100%. Even if you don't see yourself in every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please reach out to our team at [email protected].
As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.