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 role of Specialist Configuration Management Process ensures that the process activities carried out by the process practitioners on a daily basis are in line with the established policies, standards and practices. The Specialist works in collaboration with the different groups to review the process performance and identify improvements opportunities. This role is key to the day-to-day operation and the continual improvement of the Configuration Management process.

Main Responsibilities

Process Governance

Ensures the configuration process is executed and understood by all process practitioners

Enforces that standards and procedures are being followed

Provides the appropriate support to ensure process team engagement towards process quality and performance

Drive the efficiency and effectiveness of the Configuration management process by ensuring the appropriate metrics and KPIs are being produced

Analyzes process operations through process performance reviews and analysis

Responsible to present process performance review to Process Owner

Actively monitors KPIs and takes appropriate actions when required

Ensure the process documentation is updated regularly, including the process guide, procedures, job aids and training material

Work with other process managers to ensure the smooth running of IT services

Promote process awareness and understanding throughout the organization

Provide guidance and support on process execution and ensures process related training is provided if required

Provides necessary training to all the process practitioners

Ensure Configuration Management process policy and strategy are adhered to

Collaborate in the definition of CMS scope and level of detail

Partner with technical subject matter experts to provide process requirements for the building or modification of tools to support the process

Process Improvement

Evaluate submitted process improvement requests for the Configuration management process

Makes Continual Service Improvement recommendations for process and tools improvements

Collaborate with CSI in the identification, definition and implementation of process improvements opportunities

Collaborate with OCM to confirm the appropriate approach for the implementation of continuous improvement requests

Requirements

Education/Certification/Designation

Bachelor's degree in computer science, information systems or equivalent degree & experience

Skills/Knowledge

Excellent verbal, written and technical communication skills to interact with individuals from various levels and departments

Experience operating ITIL service management framework,

Understands Configuration & Asset Management

In depth knowledge of fundamental operations of IT service management relevant software (ex: Service Now )

Working knowledge of Microsoft Office suite

Ability to remain flexible and adapt to changing priorities with efficiency and ease

Experience

Minimum 5-10 years overall work experience

5 years working experience in IT operations

Solid understanding of the operations service management processes in general.

Assets

Knowledge of the railroad industry

ITIL V3 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.

For internal candidates, note that the grade level of the position will depend on the employee's experience.

CN requires that all employees be fully vaccinated against COVID-19 and provide proof thereof as a condition of employment. The Company's vaccination mandate extends to employees of our wholly owned subsidiaries as well as CN's contractors, consultants, agents and suppliers and anyone who accesses CN properties in Canada.

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.