Job Description

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 a member of the I&T Operation Center (ITCC) team. The incumbent is responsible for protecting the availability and performance of all I&T Business Services by primarily applying ITIL processes, such as incident, event, problem, change, request and knowledge management. The ITCC team is critical to CN I&T Operations, continuously driving safe operational and service excellence on a 24/7 basis. ITCC supports over 900 I&T Business Services, some of which are critical to the safe and on-time movement of our trains across CN\'s 20,000-mile network. The team provides a specialized response to its business partners with elevated urgency to resolve significant I&T incidents in a swift manner. ITCC is deeply connected with CN\'s core business units, such as Operations, Intermodal, Engineering and Mechanical. These business units work everywhere, from railway yards to intermodal logistics parks to extremely remote areas across the continent and abroad. The ITCC team also enables all other CN business units, such as Sales & Marketing, Finance, Legal, HR and I&T.

Main Responsibilities

Support

\xc2\xb7 Work in a team setting and be a true team player at all times. Coordinate and communicate with peers and I&T Leadership.

\xc2\xb7 Respond to calls from the I&T Service Desks, subject matter experts, end-users across CN including CN partners/vendors.

\xc2\xb7 Ensure the availability, monitoring and performance of all I&T Business Services (application / service focus), namely through Incident and Event Management (Level 1 and, at times, Level 2) across the I&T production environment. This requires understanding the big picture, quick thinking, effective troubleshooting and the ability to correlate like events.

\xc2\xb7 Effectively categorize and prioritize incidents in a timely manner.

\xc2\xb7 Manage, coordinate and execute service restoration during incidents, often without the need to engage additional support teams.

\xc2\xb7 Ensure incidents are meeting established service level agreements (SLA), ie. P1 incidents 1-hour resolution timeframe, P2 incidents 4-hour resolution timeframe.

\xc2\xb7 Communicate effectively to I&T and business partners (verbal/written) as required, ie. investigate issues, incident notification updates, inform business partners of an upcoming I&T service disruption and other requirements.

\xc2\xb7 Escalate issues to appropriate subject matter experts (CN internal and partners/vendors) according to established escalation procedures, which includes conference call management and incident documentation.

\xc2\xb7 Trigger and participate during post incident investigation via Problem Management with key players to establish the root cause of significant events and incidents.

\xc2\xb7 Maintain a cybersecurity mindset at all times by escalating and coordinating security incidents and events with the Security Operations Center (SOC), as required.

\xc2\xb7 Work closely with other front line teams, such as the Network Operations Center (NOC), Business Service Desk (BSD), Main Service Desk (MSD), PTC Support Center (PTC-NOC) and Signals & Communications (S&C).

\xc2\xb7 Change Management: review, coordinate and execute changes on behalf of subject matter experts against the I&T production environment, including emergency changes.

\xc2\xb7 SOX Physical Access: review, document and grant access to CN I&T Data Centers.

\xc2\xb7 Achieve all established Key Performance Indicators (KPI) ie. Mean Time To Action on an incident (MTTA), ITCC In-House Resolution Rate (resolved without engaging support/SME), etc.

Continuous Improvement

\xc2\xb7 Stay current on new CN I&T Business Services and Technologies introduced into the I&T production environment, ie. Critical Systems for Operations / Mechanical / Engineering, Cloud Platforms, Mobility, Data Platforms, etc.

\xc2\xb7 Own your development plan and meet its defined criteria by established due dates (ie. online courses, trainings, etc.).

\xc2\xb7 Provide and actualize feedback from co-workers to drive improvements to maximize operational effectiveness as part of the Continual Service Improvement (CSI)

\xc2\xb7 Knowledge Management: identify and document new knowledge articles, as well as update existing articles, for use during future incidents and events.

\xc2\xb7 Comply with all appropriate CN I&T standards (ie. SOX controls, CN Code of Conduct / CN way /Security Compliance Standards).

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 support environment. Note: the team is currently working in a remote work from home (WFH) setup and the expectation is for a hybrid model longer term, rotating between being in the office and remote work from home.

Requirements

Experience

\xc2\xb7 Minimum 2 years of general IT-related experience.

o Operations role or equivalent would be considered an asset

o Strong Incidents management and coordination skills

Education/Certification/Designation

\xc2\xb7 Technical College Degree or equivalent

Competencies

\xc2\xb7 Ability to work under pressure in a dynamic, fast-paced team environment with a focus on constant communication and always raising awareness during critical events and incidents.

\xc2\xb7 Work with a high sense of urgency, seeking to understand situations while never downplaying issues.

\xc2\xb7 Apply an analytical approach by always thinking outside of the box.

\xc2\xb7 Remain well-organized and structured, including notetaking, managing email and meeting calendar.

\xc2\xb7 Work both independently and in a team environment with little supervision.

\xc2\xb7 Collaborate with key stakeholders to enable higher productivity.

\xc2\xb7 Prior experience in the Transportation, Logistics or any other fast-paced industry would be considered an asset.

\xc2\xb7 Fluently bilingual both written and verbal (English and French) is an asset; proficient English skills are a must.

Technical Skills/Knowledge

\xc2\xb7 Effective troubleshooting skills.

\xc2\xb7 Cloud platform knowledge, Microsoft Azure platforms, Apigee, Google Cloud Platforms, Confluent Kafka, MuleSoft.

\xc2\xb7 Basic Knowledge of Windows Server, Linux, AIX and Mainframe Systems.

\xc2\xb7 Knowledge of IT Service Management (ITSM) tools, such as ServiceNow.

\xc2\xb7 Event Management experience, ie. HP Operations Bridge Manager.

\xc2\xb7 Batch Scheduler experience, ie. CA ESP Scheduler.

\xc2\xb7 Technical understanding of IT ecosystems, including application, telecom, server, middleware, database, storage, cloud and mobility services, etc.

\xc2\xb7 Information Technology Infrastructure Library (ITIL) framework knowledge of key Operations processes, such as incident, event, problem, change, request and knowledge management.

*Although not all technical skills/knowledge are a requirement, preference will be given to candidates with more technical experience and certifications.

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.

CN is an employment equity employer and we encourage all qualified candidates to apply. 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.

Canadian National Railway