Job title: Analyst – I&T Operation Center (ITCC)
Company: Canadian National Railway
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
The Analyst Operation Center and Event Management is a member of the I&T Operation Center (ITCC) team. The incumbent is responsible for protecting the availability and performance of all I&T Business Services by primarily applying ITIL processes, such as incident, event, problem, change, request and knowledge management. The ITCC team is critical to CN I&T Operations, continuously driving safe operational and service excellence on a 24/7 basis. ITCC supports over 900 I&T Business Services, some of which are critical to the safe and on-time movement of our trains across CN’s 20,000-mile network. The team provides a specialized response to its business partners with elevated urgency to resolve significant I&T incidents in a swift manner. ITCC is deeply connected with CN’s core business units, such as Operations, Intermodal, Engineering and Mechanical. These business units work everywhere, from railway yards to intermodal logistics parks to extremely remote areas across the continent and abroad. The ITCC team also enables all other CN business units, such as Sales & Marketing, Finance, Legal, HR and I&T.
Main Responsibilities
Support
· Work in a team setting and be a true team player at all times. Coordinate and communicate with peers and I&T Leadership.
· Respond to calls from the I&T Service Desks, subject matter experts, end-users across CN including CN partners/vendors.
· Ensure the availability, monitoring and performance of all I&T Business Services (application / service focus), namely through Incident and Event Management (Level 1 and, at times, Level 2) across the I&T production environment. This requires understanding the big picture, quick thinking, effective troubleshooting and the ability to correlate like events.
· Effectively categorize and prioritize incidents in a timely manner.
· Manage, coordinate and execute service restoration during incidents, often without the need to engage additional support teams.
· Ensure incidents are meeting established service level agreements (SLA), ie. P1 incidents 1-hour resolution timeframe, P2 incidents 4-hour resolution timeframe.
· Communicate effectively to I&T and business partners (verbal/written) as required, ie. investigate issues, incident notification updates, inform business partners of an upcoming I&T service disruption and other requirements.
· Escalate issues to appropriate subject matter experts (CN internal and partners/vendors) according to established escalation procedures, which includes conference call management and incident documentation.
· Trigger and participate during post incident investigation via Problem Management with key players to establish the root cause of significant events and incidents.
· Maintain a cybersecurity mindset at all times by escalating and coordinating security incidents and events with the Security Operations Center (SOC), as required.
· Work closely with other front line teams, such as the Network Operations Center (NOC), Business Service Desk (BSD), Main Service Desk (MSD), PTC Support Center (PTC-NOC) and Signals & Communications (S&C).
· Change Management: review, coordinate and execute changes on behalf of subject matter experts against the I&T production environment, including emergency changes.
· SOX Physical Access: review, document and grant access to CN I&T Data Centers.
· Achieve all established Key Performance Indicators (KPI) ie. Mean Time To Action on an incident (MTTA), ITCC In-House Resolution Rate (resolved without engaging support/SME), etc.
Continuous Improvement
· Stay current on new CN I&T Business Services and Technologies introduced into the I&T production environment, ie. Critical Systems for Operations / Mechanical / Engineering, Cloud Platforms, Mobility, Data Platforms, etc.
· Own your development plan and meet its defined criteria by established due dates (ie. online courses, trainings, etc.).
· Provide and actualize feedback from co-workers to drive improvements to maximize operational effectiveness as part of the Continual Service Improvement (CSI)
· Knowledge Management: identify and document new knowledge articles, as well as update existing articles, for use during future incidents and events.
· Comply with all appropriate CN I&T standards (ie. SOX controls, CN Code of Conduct / CN way /Security Compliance Standards).
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. The role requires shift work and rotations to support a 24/7 support environment. Note: the team is currently working in a remote work from home (WFH) setup and the expectation is for a hybrid model longer term, rotating between being in the office and remote work from home.
Requirements
Experience
· Minimum 2 years of general IT-related experience.
o Operations role or equivalent would be considered an asset
o Strong Incidents management and coordination skills
Education/Certification/Designation
· Technical College Degree or equivalent
Competencies
· Ability to work under pressure in a dynamic, fast-paced team environment with a focus on constant communication and always raising awareness during critical events and incidents.
· Work with a high sense of urgency, seeking to understand situations while never downplaying issues.
· Apply an analytical approach by always thinking outside of the box.
· Remain well-organized and structured, including notetaking, managing email and meeting calendar.
· Work both independently and in a team environment with little supervision.
· Collaborate with key stakeholders to enable higher productivity.
· Prior experience in the Transportation, Logistics or any other fast-paced industry would be considered an asset.
· Fluently bilingual both written and verbal (English and French) is an asset; proficient English skills are a must.
Technical Skills/Knowledge
· Effective troubleshooting skills.
· Cloud platform knowledge, Microsoft Azure platforms, Apigee, Google Cloud Platforms, Confluent Kafka, MuleSoft.
· Basic Knowledge of Windows Server, Linux, AIX and Mainframe Systems.
· Knowledge of IT Service Management (ITSM) tools, such as ServiceNow.
· Event Management experience, ie. HP Operations Bridge Manager.
· Batch Scheduler experience, ie. CA ESP Scheduler.
· Technical understanding of IT ecosystems, including application, telecom, server, middleware, database, storage, cloud and mobility services, etc.
· Information Technology Infrastructure Library (ITIL) framework knowledge of key Operations processes, such as incident, event, problem, change, request and knowledge management.
*Although not all technical skills/knowledge are a requirement, preference will be given to candidates with more technical experience and certifications.
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.
Expected salary:
Location: Montreal, QC
Job date: Thu, 30 Nov 2023 06:37:42 GMT
