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

As Service Offering Manager (SOM) you will manage a team composed of analysts and specialists responsible for providing operational support services for all the pre-production and production environments for CN\'s SRS systems (YIT, Demurrage, CATS, PCSA) and other applications (GLS, TPG, CSI, FPSPC Robofax suite). You will coach, mentor and support them to execute their tasks as effectively as possible. You will foster relationships and negotiate with vendors. You will safeguard the systems but also innovate and improve support efficiency. More specifically, this role is accountable to ensure that the entire environment is properly maintained with up-to-date software versions, proper support documentation and performing at the highest quality. The SOM will participate in project delivery and product roadmap by providing support requirements and key resources to help in the design and delivery. This role must ensure that the final product will adhere to the support excellence standards.

Main Responsibilities

Leading Others

\xc2\xb7 Partner with HR to bring new talent to the organization by determining which skills and roles will be required in the future and by making thoughtful hiring decisions

\xc2\xb7 Provide a positive and welcoming onboarding experience to all new employees by ensuring they have access to the tools and resources needed to fulfill the requirements of their job

\xc2\xb7 Recognize employee milestones (service awards, retirements, etc.) as well as significant contributions and enhanced responsibilities

\xc2\xb7 Focus on communications and foster collaboration by regularly providing updates to teams about ongoing initiatives and encouraging teams to work together to accomplish common goals and learning

\xc2\xb7 Manage employee performance by ensuring employees who are not meeting expectations are identified and supported through the performance improvement process

\xc2\xb7 Create and enable a positive and engaging work environment by ensuring individual strengths are uncovered and leveraged through frequent and focused conversations - collaborate, coach and build connections with employees

\xc2\xb7 Participate in succession planning by contributing to the yearly talent review cycle and identifying employees with the potential to move up the management and expertise paths Information & Technology

\xc2\xb7 Support employee development by having regular career conversations with all employees (documented and tracked) and supporting them in reaching their career goals

\xc2\xb7 Ensure knowledge is preserved through cross-training for key skill sets in the team (knowledge transfer)

Operational Excellence

\xc2\xb7 Ensure 24/7 support of the applications according to service level agreements (SLA)

\xc2\xb7 Lead support investigations, resolutions and follow up on key issues

\xc2\xb7 Provide technical expertise and platform leadership in solution management

\xc2\xb7 Drive automation initiatives

\xc2\xb7 Supports business continuity planning and disaster recovery (BRP/DR) readiness

\xc2\xb7 Ensure that the ITIL practices are followed to help quality system support

\xc2\xb7 Participate in Operation Readiness and Maturity assessments

\xc2\xb7 Ensure that security policies and standards are applied to all the Production systems

\xc2\xb7 Produces measures and KPI\'s on system performance and availability

\xc2\xb7 Ensure production changes follow formal change control process

Delivery/Modernization/Operational Excellence

\xc2\xb7 Review project requests and confirm operation feasibility

\xc2\xb7 Ensure projects\' transition to core comply with support requirements

\xc2\xb7 Coordinate resource requirements with project manager

\xc2\xb7 Coordinate, evaluate and partner with vendors to help in delivery

\xc2\xb7 Prioritize the requests with the help of our SRS business partners

\xc2\xb7 Ensure compliance with all appropriate CN IT standards (ie. Security, SOX, etc.)

\xc2\xb7 Ensure change and release management procedures comply for all production changes

\xc2\xb7 Automate process and support activities to reduce resolution time

Customer Satisfaction

\xc2\xb7 Foster a solid relationship with business partners

\xc2\xb7 Effective day-to-day functional and technical support

\xc2\xb7 Liaison with other teams and technology vendors

\xc2\xb7 Set priorities and requirements definition where applicable

Requirements Education/Certification/Designation

\xc2\xb7 Bachelor\'s degree in Computer Science/Engineering or equivalent work experience

\xc2\xb7 Strong customer-service orientation

\xc2\xb7 Able to communicate with senior management levels

\xc2\xb7 Ability to communicate ideas in both technical and user-friendly language

\xc2\xb7 Able to prioritize and execute tasks in a high-pressure environment

\xc2\xb7 Solid problem-solving skills

\xc2\xb7 High energy, entrepreneurial mind set

\xc2\xb7 Engages and inspires passion - motivates people

\xc2\xb7 Tactful and exercises good judgment

\xc2\xb7 Excellent written and oral communication skills

\xc2\xb7 Excellent listening and interpersonal skills

\xc2\xb7 Experience in software development - (preferably in Natural)

\xc2\xb7 Minimum 10-15 years overall work experience

\xc2\xb7 Minimum 5 years\' experience demonstrating leadership qualities and/or overseeing deliverables of a support or delivery team Working Conditions

\xc2\xb7 This role involves managing a team supporting a 24/7 environment

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