Canadian National Railway HIRING FOR Analyst Solution Management (Application Support) AT Toronto, ON Full Time

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 Analyst Solution Management will include responsibilities for day-to-day application support activities such as functional support, application administration, configuration and troubleshooting. The Analyst will also be involved in lifecycle activities, enhancements and projects to produce functional designs meeting both business requirements and architectural standards. Other duties include participating in the operationalization of new applications and providing SME knowledge and key requirements to ensure our support standards are met. Additionally, the Analyst will be an active part of Problem, Incident and Change processes following ITIL foundations.

Main Responsibilities

Operation Excellence

• Troubleshoot application-related issues/inquiries and follow up with backend support when required
• Perform software administration, configuration, evolution (enhancement), upgrades and patches
• Analyze business needs, document requirements and design technical solutions with customers.
• Develop concepts and best practices for mobility applications
• Participate in the planning, development and implementation of both cloud and

on-premise infrastructure upgrades and migrations

• Create custom reports from different types of database and platform sources
• Provide coaching and training to business users
• Develop and maintain procedures and documentation
• Participate in application portfolio management activities, including Product Lifecycle Management, Cost of Ownership, etc.
• Provide Functional Design Documents when required
• Perform incident handling, service restoration, logging and tracking
• Perform problem investigation and follow-up resolution, including defect resolution
• Ensure compliance with all appropriate CN IT standards (e.g. Security, Architecture, Project Delivery Methodology, SOX, ITIL, etc.)
• Interface with business colleagues, I&T Help Desk, IT Command Center (ITCC) , I&T support teams or Vendor
• Collaborate with other team members to improve overall support activities and product evolution activities

Delivery (Product Evolution/Project)

• Define and execute enhancement / project activities around configuration, design specification and testing
• Provide SME knowledge and key requirements for the operationalization and support of the application
• Collaborate to the transition to core (T2C) to help enforce the support excellence standard.

Practice Evolution

• Ramp-up his/her knowledge on upcoming key technologies
• Generate automation ideas to help improve support effectiveness
• Design and implement suitable automated processes to optimise day-to-day support activities

Requirements

Education/Certification/Designation

• Bachelor’s degree or equivalent work experience

Skills/Knowledge

• Problem-solving and investigation skills
• Ability to meet deadlines
• Strong analytical and troubleshooting skills
• Good communication, time management and interpersonal skills
• Ability to quickly understand assignments and work independently
• Ability to multi-task in a constantly evolving environment

Specific Skills Per Speciality

o Knowledge of CN Transportation systems

o Working knowledge of applications SRS, MRS, Train Journal, EOM, Service Now.

o Experience configuring and customizing applications as administrator

o Knowledge of Workspace 1

o Hands-on experience dealing with databases, platforms (Kinvey, Kafka, Mulesoft)

o JavaScript and SQL knowledge is an asset

Experience

• Minimum of 5 years experience with concepts, techniques, and tools in the development configuration, and management of production systems
• Minimum 3 years of experience in developing solutions for and/or supporting enterprise level applications

Assets

• Experience with successful project implementation

Working Conditions

• May be required to respond to emergency situations
• Rotating pager support (24/7) 3 or 4 week rotation

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.