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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 CenterandEvent Managementis responsible forensuring the performance of I&T services and products. The incumbent canbe involved eitherwith theI&T Operation Centre(ITCC)or theTelecom Network Operation Centre(TNOC). Both centres are critical to CN’s I&T Operations by ensuring the availability and performance of CN’s I&T network, infrastructures,servicesand products. Both centersoperateon a 24/7 basis.TheITCCensures the availability and performance of the company’s I&T services and products which consists of over 1,000 applications andnumerousinfrastructure types. These applications are critical to the safety and on-time movement of our trains across our 20,000-mile network (e.g. Positive Train Control (PTC)).

Main Responsibilities

Support

• Ensure availability, monitoring and performance of I&T services and products (infrastructure and applications) namely through event management across the I&T production environment

• Respond to service calls from partners as well as end-users across CN

• Work in a team setting,coordinateandcommunicatewith peersas well asShift Coordinatorsand I&T leadership

• Provide level 1 & level 2 Eventand Incident Managementwith manual correlation

• Categorize and prioritize potential incidentsas well as troubleshoot and support incidents until resolution within established service levelsin-house without the need to engage further technical support

• ConductProblemManagement with key players toestablishthe root cause analysis forsignificant eventsand incidents when underlying items are unknown

• Manage incidents and tickets according to service levels and communicate effectively to I&T and business partners

• Escalateissues toappropriate specialistsaccording to escalation procedures

• Manage,coordinateand execute CN service restoration and maintenance activities

Continuous Improvement

• Stay abreastto new products,servicesand technologies

• Provideand actualize feedback from co-workers to drive improvements to maximize operational effectivenessas part of the Continual Service Improvement (CSI)

• Oversee I&T production change and release management activities

• Execute aportionof applied changes

• Review,approve,coordinateandexecute emergency change

• Applyand ensure compliance with allappropriate CNI&T standards (e.g. Security, Architecture, Project Delivery Methodology,Sarbanes-Oxley (SOX), etc.).

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.Therole requiresshift work and rotations to support a 24/7 environment.

Requirements

Experience

Technical Operation Support

• Minimum 2of overall work experience

• Minimum3 yearsoftechnical experience in I&T operations orequivalent

• Experience with Mainframe, JCL, Batch Schedulers,LinuxorWindows Server*

*Any experience for these above would be considered as an asset

Education/Certification/Designation

• Technical CollegeDegree

Competencies

• Inspires others with impactful communications and adapts to the audience through speech and writing

• Applies analytical thinking

• Innovates through problem solving

• Knows the business and stays current with industry trends to elevateexpertiseand work

• Demonstrates organizational abilities

• Collaborates with key internal stakeholders to enable higher productivity

• Works independently with little supervision

• Fluently bilingual both written and verbal (English, French)

• Abilitytodocument, communicatefindings and escalate critical incidents

TechnicalSkills/Knowledge

• Effective troubleshooting skills

• General Microsoft computer skills

• Comprehensive understanding of service delivery, including the various technology layers

• Thorough technical understanding of I&T ecosystems, particularly for large companies

• Information Technology Infrastructure Library (ITIL)framework knowledge of key Operations processes

• Knowledge ofIT Service Management (ITSM)toolssuch asHP Service Manager software (HPSM)orService Now*

• Knowledge of various Network topologies and protocols*

• Knowledge of various datacenter (power, environmental, server,storage)*

*Any knowledge for any of the above would be considered as an asset

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.

At CN, we are dedicated to building North America’ssafest, (https://www.cn.ca/en/safety/) mostinclusive (https://www.cn.ca/en/careers/diversity-equity-inclusion/) andsustainable (https://www.cn.ca/en/delivering-responsibly/environment/) railroad, which includes reflecting the communities in which we operate. Research shows that candidates from underrepresented groups often don’t apply unless they feel they fit the job posting at 100%. Even if you don’t see yourself in every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please reach out to our team at cnrecruitment@cn.ca.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. 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.