Service Transition Specialist

2 weeks ago

Montréal, 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 Service Transition Specialist is responsible for ensuring the successful transition of existing systems and processes from various business units across CN to IT and provide ongoing consultative skills under an IT Strategy & Transformation technology umbrella, including all relevant new processes, systems and best practices. The incumbent is involved in carrying out the steps necessary to fully transition the system, as well as the team.

**Main Responsibilities**

**Conduct and identify gap analyses of transition or transform services and/or teams (including 3 main pillars; people, technology and processes)**
- Build and maintain a gap analysis matrix
- Meet with the team Subject Matter Expert (SME) to be transitioned/transformed; gather documentation and ensure a solid understanding of the existing system/team
- Meet with the Management team to understand the people and processes involved
- Review existing maintenance contracts
- Collect Business Continuity and Disaster Recovery Plans of transition or transform team
- Document and populate gap analysis matrix

**Carry out Health Assessment** **of service/system/team**
- Use IT Operation Maturity Model to map transition service in order to determine current health and area of focus for transition
- Ensure focus is maintained on security and availability of systems

**Provide recommendations for transitioned/transformed services**
- Identify quick win for initial transition with recommendation for either containment or mínimal enhancement
- Identify and shape transformation opportunities:

- Organizational transformation; new process, skills set, way to manage the system
- Systems transformation; interaction with architects

**Support new system owners and receiving teams on transition and transformation**
- Participate in the creation of new contracts and review of maintenance contracts
- Participate in transformation projects as an SME
- Identify automation opportunities
- Create for or help receiving team in creating KPIs for specific transition services
- Propose support model and qualify its value, benefits and constraints

**Identify and track the decommissioned activities for cost control**
- Ensure cancellation of unused assets (e.g. contracts)
- Ensure configuration clean up is carried out
- Optimize asset utilization and eliminate over-provisioning so that systems are not duplicated
- Build and calculate ROI of decommissioned activities

**Working Conditions**

The job is carried out in a hybrid WFH/office environment. Occasional fieldwork is required to meet with teams and gather information. Travel is limited (5%).

**Requirements**:
**Experience**

Infrastructure/Application Building/Operations/Business Analysis
- Minimum 5 to 7 years of experience

**Education/Certification/Designation**
- Bachelor’s degree in IT, or equivalent
- Masters degree in IT, or equivalent*
- Information Technology Infrastructure Library certification
- Any designation for these systems above would be considered as an asset

**Competencies**
- Inspire and build the future with agility
- Demonstrate business acumen
- Communicate effectively
- Make decisions
- Project management
- Change management
- Data management and intelligence
- System thinking
- Process expert
- Leadership

**Technical Skills/Knowledge**
- Strong documentation skills
- Knowledge of Information Technology Infrastructure Library (ITIL)
- MS Office tools (Teams, MS Office, etc.)
- Process modeling
- Data Analytics tools
- Delivery of end-to-end transitions
- Exposure to IT security best practices
- Bilingual English and French (verbal and written)

**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

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