Specialist Solution Management-CA

CN; Edmonton; Híbrido; CAD 80 000 - 110 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work model

Resumo da oferta

CN in Edmonton is seeking an experienced Rail ICT Support Specialist to maintain and support critical Train Dispatch Systems, ensuring SLAs and performance targets. You will coordinate changes with stakeholders, drive incident resolution, and contribute to PDS2.0 development with vendors and IT teams.

The role requires a Bachelor's degree in Computer Science or Information Systems, plus experience in a 24/7 support environment, release management, and cross-functional collaboration.

Qualificações

• Bachelor’s degree in Computer Science, Information Systems, or equivalent.
• Experience in a 24/7 support environment.
• Strong understanding of release management and incident handling.
• Ability to collaborate with cross-functional teams and vendors.

Responsabilidades

• Maintain and support critical Train Dispatch Systems to ensure smooth operations.
• Coordinate system changes with stakeholders and manage incident resolution.
• Lead release planning, deployment, and rollback activities in production.
• Develop and maintain documentation, runbooks, and training materials.

Conhecimentos

Release management

CI/CD

Scripting

APIs

ServiceNow

GCP

Kubernetes

PowerShell

Linux

SQL

Anthos

Kafka

Formação académica

Bachelor's Degree in Computer Science or Information Systems

Ferramentas

PowerShell

Linux

CockroachDB

Kafka

Descrição da oferta de emprego

Job Summary

The incumbent role is responsible for providing technical support to the Rail Traffic Control (RTC) system and coordinating with other Information and Technology (Technology) stakeholders to ensure the integrity and evolution of the products they are accountable for. The role ensures that these products perform within agreed-upon Service Level Agreements (SLAs), adhere to Technology standards (e.g., Security and Architecture), maintain support excellence, and always stay current. Acting as the primary escalation point during problem resolution, the incumbent keeps business stakeholders informed of progress.

Main Responsibilities

Critical Systems Operations and Support

• Maintain and support critical Train Dispatch Systems to ensure smooth train operations
• Setup, configure, and maintain system servers and workstations
• Configure, test, and install vendor system releases
• Prepare, test, and implement database changes
• Troubleshoot system issues, conduct Root Cause Analysis (RCA), and implement resolutions
• Participate in the development of a new critical dispatch system (i.e., PDS2.0) being developed by Wabtec
• Provide first‑line support for the system once in service, focusing on improving performance and availability
• Automate and optimize support tasks
• Ensure compliance with all relevant CN Technology standards (e.g., Security, Architecture, Project Delivery Methodology, Sarbanes‑Oxley (SOX), Information Technology Infrastructure Library (ITIL))
• Maintain and Support the Office Communication Gateway (OCG) and Aserver systems, and assist with the packet switch migration to the OCG project

Release, Change and Incident Management

• Coordinate system changes with all relevant stakeholders
• Lead incident resolution, ensuring full recovery and resolution within the SLA, followed by problem investigations, including defect creation
• Handle releases, defining implementation plans including deployment, cutover, and fallback and ensure successful deployment to the production environment
• Effectively and promptly inform business stakeholders of recovery activities

Documentation, Training and Collaboration

• Interface with business colleagues, Technology Help Desk, Technology Command Center (ITCC), Technology support teams, or vendors
• Collaborate with team members to enhance overall support and product evolution activities
• Create, update, and manage comprehensive documentation for internal processes, procedures, and best practices
• Collaborate with Subject Matter Experts (SMEs) to ensure accuracy and relevancy of documentation
• Develop clear and concise job aids, manuals, and instructional materials to support training and onboarding efforts
• Establish a central repository for easy access to documentation by team members
• Regularly review and update existing documents to reflect process changes
• Provide training and support to team members on effective use of documentation resources

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday and is eligible to participate in CN's hybrid work model. The role involves managing priorities and delivering work within established timelines, with support from the team to ensure sustainable and effective workload management. The role is required to be on-call 24/7 on a rotating schedule with colleagues and may be required to respond to emergency situations. The role requires minimal travel (5%) within North America.

Experience

Support Environment

• Graduates with the required technical knowledge will be considered for this role
• Experience in a 24/7 support environment
• Candidates with an equivalent combination of education, training, and experience will be considered

Education/Certification/Designation

• Bachelor's Degree in Computer Science, Information Systems, or equivalent Degree, Diploma, or work experience
• Candidates with equivalent practical experience, education, or training will be considered

Competencies

• We Care About Each Other
• We Strive for Excellence
• We Succeed Together
• We Lead Responsibly
• Customer service
• High-Impact Execution
• Conveying the vision
• Planning
• AI Literacy and data orientation

Technical Skills/Knowledge

• Strong understanding of release management processes and best practices
• Proficient in analyzing systems and processes with a focus on innovation and process improvement
• Knowledge of various deployment strategies
• Knowledge in Continuous Integration (CI) and Continuous Deployment (CD) practices
• Proficient in scripting using various scripting languages
• Knowledge of Application Programming Interfaces (APIs)
• Familiarity with the following tools and platforms: ServiceNow, Google Cloud Platform (GCP), Kubernetes, PowerShell scripting, Linux operating systems, CockroachDB, Microsoft Structures Query Language (SQL), Anthos, and Kafka