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!..
Job Summary
The Analyst Operation Center and Event Management is responsible for ensuring the performance of I&T services and products. The incumbent can be involved either with the I&T Operation Centre (ITCC) or the Telecom Network Operation Centre (TNOC). Both centres are critical to CN's I&T Operations by ensuring the availability and performance of CN's I&T network, infrastructures, services and products. Both centers operate on a 24/7 basis. The ITCC ensures the availability and performance of the company's I&T services and products which consists of over 1,000 applications and numerous infrastructure types. These applications are critical to the safety and on-time movement of our trains across our 20,000-mile network (e.g. Positive Train Control (PTC)).
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Main Responsibilities
Support
- Ensure availability, monitoring and performance of I&T services and products (infrastructure and applications) namely through event management across the I&T production environment
- Respond to service calls from partners as well as end-users across CN
- Work in a team setting, coordinate and communicate with peers as well as Shift Coordinators and I&T leadership
- Provide level 1 & level 2 Event and Incident Management with manual correlation
- Categorize and prioritize potential incidents as well as troubleshoot and support incidents until resolution within established service levels in-house without the need to engage further technical support
- Conduct Problem Management with key players to establish the root cause analysis for significant events and incidents when underlying items are unknown
- Manage incidents and tickets according to service levels and communicate effectively to I&T and business partners
- Escalate issues to appropriate specialists according to escalation procedures
- Manage, coordinate and execute CN service restoration and maintenance activities
Continuous Improvement
- Stay abreast to new products, services and technologies
- Provide and actualize feedback from co-workers to drive improvements to maximize operational effectiveness as part of the Continual Service Improvement (CSI)
- Oversee I&T production change and release management activities
- Execute a portion of applied changes
- Review, approve, coordinate and execute emergency change
- Apply and ensure compliance with all appropriate CN I&T standards (e.g. Security, Architecture, Project Delivery Methodology, Sarbanes-Oxley (SOX), etc.).
Working Conditions
The role has standard working conditions in an office environment with 12-hour shifts, from 6:00 to 18:00 or 18:00 to 6:00, 3 days on and 3 days off. The role requires shift work and rotations to support a 24/7 environment.
Requirements
Experience
Technical Operation Support
- Minimum 2 of overall work experience
- Minimum 3 years of technical experience in I&T operations or equivalent
- Experience with Mainframe, JCL, Batch Schedulers, Linux or Windows Server
Any experience for these above would be considered as an asset
Education/Certification/Designation
- Technical College Degree
Competencies
- Inspires others with impactful communications and adapts to the audience through speech and writing
- Applies analytical thinking
- Innovates through problem solving
- Knows the business and stays current with industry trends to elevate expertise and work
- Demonstrates organizational abilities
- Collaborates with key internal stakeholders to enable higher productivity
- Works independently with little supervision
- Fluently bilingual both written and verbal (English, French)
- Ability to document, communicate findings and escalate critical incidents
Technical Skills/Knowledge
- Effective troubleshooting skills
- General Microsoft computer skills
- Comprehensive understanding of service delivery, including the various technology layers
- Thorough technical understanding of I&T ecosystems, particularly for large companies
- Information Technology Infrastructure Library (ITIL) framework knowledge of key Operations processes
- Knowledge of IT Service Management (ITSM) tools such as HP Service Manager software (HPSM) or Service Now
- Knowledge of various Network topologies and protocols
- Knowledge of various datacenter (power, environmental, server, storage)
Any knowledge for any of the above would be considered as an asset
About CN
CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada's Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. 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 cnrecruitment@cn.ca.
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.