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 eBusiness (including Intermodal Excellence) and Marketing (Salesforce) solutions for CN's SRS systems (Waybill, Customs, Fleet, Service Scheduling, Corporate Data, and FPS). 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 version, proper support documentation and performing at the highest quality. The SOM will participate in project delivery and product roadmap by providing support requirement 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

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

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

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

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

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

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

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

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

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

Operational Excellence

Ensure 24/7 support of SRS offerings according to service level agreements (SLA)

Lead support investigations, resolutions and follow up on key issues

Provide technical expertise and platform leadership in solution management

Drive automation initiatives

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

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

Participate in Operation Readiness and Maturity assessments

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

Produces measures and KPI's on system performance and availability

Ensure production changes follow formal change control process

Delivery/Modernization/Operational Excellence

Review project requests and confirm operation feasibility

Ensure projects' transition to core comply with support requirements

Coordinate resource requirements with project manager

Coordinate, evaluate and partner with vendors to help in delivery

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

Ensure change and release management procedures comply for all production changes

Automate process and support activities to reduce resolution time

Customer Satisfaction

Foster a solid relationship with business partners

Effective day-to-day functional and technical support

Liaison with other teams and technology vendors

Set priorities and requirements definition where applicable

Requirements Education/Certification/Designation

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

Strong customer-service orientation

Able to communicate with senior management levels

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

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

Solid problem-solving skills

High energy, entrepreneurial mind set

Engages and inspires passion - motivates people

Tactful and exercises good judgment

Excellent written and oral communication skills

Excellent listening and interpersonal skills

Experience in software development - (preferably in Natural)

Minimum 10-15 years overall work experience

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

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.