Application Support Analyst

4 months ago

Montréal, Canada CN 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

Main Responsibilities

Operation Excellence

Perform software administration, configuration, evolution (enhancement), upgrades and patches
Analyze business needs, document requirements and design technical solutions with customers.
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 sources
Provide coaching and training to business users
Develop and maintain procedures and documentation
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
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

3Rd Party Corporate Application Support
Windows Server Expertise
Linux Expertise
Hands-on experience dealing with databases
Strong Process Development skills (Documentation, Knowledge Articles)
Experience with vendor management
Working Knowledge of ServiceNow

Experience

Minimum of 5 years experience with concepts, techniques, and tools in the development configuration, and management of production systems

Assets

Experience with successful project implementation

Working Conditions

May be required to respond to emergency situations
Rotating pager support

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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