Analyst IT Service Desk

2 weeks ago

Montreal, Quebec, Canada Canadian National Railway 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 IT Business Service Desk is responsible for providing technical assistance and support related to CN's critical systems involved in train operations and business processes.

The Analyst IT Service Desk will respond to queries, runs diagnostic programs, resolves incidents, and assists internal customers from a workstation in the Service Desk area.


Main responsibilities
Providing Technical Assistance & Support

  • Investigate and diagnose technical issues and provide guidance for critical systems supporting train operations and business processes.
  • Monitor incident progress to ensure resolution within agreed Service Levels.
  • Escalate urgent or unresolved issues to the relevant technical support staff.
  • Document and implement resolutions and workarounds using CN standards and processes.
  • Process access requests and ensure appropriate approvals have been granted.
  • Address any incidents or issues related to access of secured IT environments.
  • Stay current with system information, changes and updates.
  • Apply, and ensure compliance with, all appropriate CN IT standards
Activities that support the daily work

  • Create and maintain knowledge articles and documentation.
  • Govern quality control to meet call center standards.
  • Collaborate with various IT Support Teams.
  • Assist Service Desk Leads with various tasks and assignments.
  • Assist with the onboarding and training of new employees.
  • Other duties as assigned by the Service Desk Lead or Manager.

Requirements:

Education/Certification/Designation

  • College degree in IT or related technical discipline

Skills/Knowledge

  • Excellent verbal/written communication/language skills to interact with individuals from various levels/departments
  • Ability to provide written and verbal instructions including technical writing skills required for internal and external documentation.
  • Ability to communicate on a technical level with engineers, customers, and coworkers.
  • Ability to read and interpret technical documents.
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment.
  • Computer skills; especially working knowledge of Microsoft Office programs (Excel, Word, Outlook).

Experience

  • Minimum 25 years of overall work experience
  • Any transferable experience in technical Service Desk environment
  • Experience working with ServiceNow or other industry leading service management platform.
  • IT assets (if applicable)
  • Knowledge of the railroad industry (not required but an asset)
  • Prior experience in CN Operations (not required but an asset)
  • ITIL V3 certification (not required but an asset)

Working Conditions

  • This role will require offhour support on a rotational basis

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.

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