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!  Job Summary

 The Specialist Solution Management role entails providing technical support for critical Transportation Systems 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 Transportation Systems to ensure smooth train operations. These include RTC2, OCG, OCS, Smart Yard, GBO, TOPC, HPTA and others

·       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.

 

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. 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:

·       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 CNCN 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.