Specialist Solution Management

6 months ago

Edmonton, 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 Specialist Solution Management will provide technical support for the Rail Traffic Control system and will coordinate / provide directions to other IT stakeholders involved in maintaining the integrity and evolution of the products he/she is accountable for. He/she will ensure those products do perform within the agreed upon SLA, are aligned to IT Standards (Security, Architecture, etc), meet our support excellence standards and are kept current at all time. The Specialist acts as first escalation contact during problem resolution and will keep business stakeholders informed on progress.

**Main Responsibilities**
- Maintain and support the critical systems (RTC2/ETOP/OCS) to ensure smooth train operations.
- Setup, configure, and maintain RTC2 system servers and workstations
- Configure, test, and install vendor system releases
- Prepare and test databases
- Troubleshoot system issues and follow with RCA and resolution
- Coordinate any system changes with all applicable stakeholders
- Act as first escalation in production problem resolution and lead incident to full recovery and resolution
- Manage releases; define implementation plan details, including deployment, cutover and fallback. Ensure successful deployment of all components to the production environment
- Lead incident and problem investigation and follow-up resolution, including defect creation
- Ensure compliance with all appropriate CN IT standards (e.g. Security, Architecture, Project Delivery Methodology, SOX, ITIL, etc.)
- Automate and optimise support tasks
- Ensure business stakeholders are informed of recovery activities effectively and timely
- Interfaces with business colleagues, I&T help Desk, IT Command Center (ITCC), I&T support teams or Vendors
- Collaborate with other team members to improve overall support activities and product evolution activities

***

**Requirements**:
**Education**
- Bachelor in Computer science, Information Systems, or equivalent degree/diploma or work experience

**Experience**
- Experience in a 24/7 support environment
- Fresh graduates with the required technical knowledge will be considered

**General Skills and Competences**
- Strong technical aptitude
- Strong analytical and troubleshooting skills
- Excellent time management, interpersonal and communication skills (verbal and written), with high proficiency in English
- Able to communicate with all levels of the company
- Ability to multi-task in a constantly evolving environment
- Availability outside of working hours for escalation during problem investigation/resolution
- Attention to detail while reviewing large documents with numerous impacts and elaborate flows.
- Ability to articulate in a clear and concise manner to drive discussions
- Critical thinking skills to provide solution-based ideas to drive results
- Critical writing skills to properly communicate ideas to a broad range of recipients
- Efficient time management skills and multi-tasking capabilities
- Effective interpersonal communications
- Drives initiatives based upon Company directives in a self motivating manner
- Promotes motivation and team building among employees to increase productivity
- The ability to maintain composure in stressful situations to accomplish goals
- Project and time management skills to ensure prioritization of activities to meet requirements and project timelines
- Any skills/attributes for these above would be considered as an asset

**Technical Skills/Assets**
- Strong understanding of release management processes and best practices
- Strong analytical skills with an innovation or process improvement focused
- Experience with project planning and deployment
- Experience using Service Now
- Familiarity with Google Cloud Platform GCP, Kubernetes
- Linux OS knowledge
- Solaris OS knowledge
- Ability to analyze and understand code in different coding languages
- Networking and firewall knowledge
- Cockroach DB, Anthos, Kafka, Scripting in Peril, KSH, BASH, Python & Programming in C

A variation of the above will be an asset.

**Working Conditions**
- Working with mission critical, safety systems.
- Significant time spent working on computer systems and reviewing technical documents.
- Pressure to meet changing project schedules, priorities and deadlines.
- Required to be on call during system commissioning activities.
- May be re

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