Job Summary
The incumbent role is responsible for providing technical support to the Rail Traffic Control (RTC) system and coordinating with other Information and Technology (Technology) stakeholders to ensure the integrity and evolution of the products they are accountable for. The role ensures that these products perform within agreed-upon Service Level Agreements (SLAs), adhere to Technology standards (e.g., Security and Architecture), maintain support excellence, and always stay current. Acting as the primary escalation point during problem resolution, the incumbent keeps business stakeholders informed of progress.

Main Responsibilities
Critical Systems Operations and Support

Maintain and support critical Train Dispatch Systems to ensure smooth train operations

Setup, configure, and maintain system servers and workstations

Configure, test, and install vendor system releases

Prepare, test, and implement database changes

Troubleshoot system issues, conduct Root Cause Analysis (RCA), and implement resolutions

Participate in the development of a new critical dispatch system (i.e., PDS2.0) being developed by Wabtec

Provide first‑line support for the system once in service, focusing on improving performance and availability

Automate and optimize support tasks

Ensure compliance with all relevant CN Technology standards (e.g., Security, Architecture, Project Delivery Methodology, Sarbanes‑Oxley (SOX), Information Technology Infrastructure Library (ITIL))

Maintain and Support the Office Communication Gateway (OCG) and Aserver systems, and assist with the packet switch migration to the OCG project

Release, Change and Incident Management

Coordinate system changes with all relevant stakeholders

Lead incident resolution, ensuring full recovery and resolution within the SLA,



followed by problem investigations, including defect creation

Handle releases, defining implementation plans including deployment, cutover, and fallback and ensure successful deployment to the production environment

Effectively and promptly inform business stakeholders of recovery activities

Documentation, Training and Collaboration

Interface with business colleagues, Technology Help Desk, Technology Command Center (ITCC), Technology support teams, or vendors

Collaborate with team members to enhance overall support and product evolution activities

Create, update, and manage comprehensive documentation for internal processes, procedures, and best practices

Collaborate with Subject Matter Experts (SMEs) to ensure accuracy and relevancy of documentation

Develop clear and concise job aids, manuals, and instructional materials to support training and onboarding efforts

Establish a central repository for easy access to documentation by team members

Regularly review and update existing documents to reflect process changes

Provide training and support to team members on effective use of documentation resources

Working Conditions
The role has standard working conditions in an office environment with a regular workweek from Monday to Friday and is eligible to participate in CN's hybrid work model. The role involves managing priorities and delivering work within established timelines,



with support from the team to ensure sustainable and effective workload management. The role is required to be on-call 24/7 on a rotating schedule with colleagues and may be required to respond to emergency situations. The role requires minimal travel (5%) within North America.

Experience
Support Environment

Graduates with the required technical knowledge will be considered for this role

Experience in a 24/7 support workplace

Candidates with an equivalent combination of education, training, and experience will be considered

Education/Certification/Designation

Bachelor's Degree in Computer Science, Information Systems, or equivalent Degree, Diploma, or work experience

Candidates with equivalent practical experience, education, or training will be considered

Competencies

We Care About Each Other

We Strive for Excellence

We Succeed Together

We Lead Responsibly

Customer service

High-Impact Execution

Conveying the vision

Planning

AI Literacy and data orientation

Technical Skills/Knowledge

Strong understanding of release management processes and best practices

Proficient in analyzing systems and processes with a focus on innovation and process improvement

Knowledge of various deployment strategies

Knowledge in Continuous Integration (CI) and Continuous Deployment (CD) practices

Proficient in scripting using various scripting languages

Knowledge of Application Programming Interfaces (APIs)

Familiarity with the following tools and platforms: ServiceNow, Google Cloud Platform (GCP), Kubernetes, PowerShell scripting, Linux operating systems, CockroachDB, Microsoft Structures Query Language (SQL), Anthos, and Kafka

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📌 Specialist Solution Management-CA (Alberta)
🏢 CN
📍 Alberta