Job SummaryThe 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 ResponsibilitiesCritical Systems Operations and SupportMaintain and support critical Train Dispatch Systems to ensure smooth train operationsSetup, configure, and maintain system servers and workstationsConfigure, test, and install vendor system releasesPrepare, test, and implement database changesTroubleshoot system issues, conduct Root Cause Analysis (RCA), and implement resolutionsParticipate in the development of a new critical dispatch system (i.E., PDS2.0) being developed by WabtecProvide first‐line support for the system once in service, focusing on improving performance and availabilityAutomate and optimize support tasksEnsure 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 projectRelease, Change and Incident ManagementCoordinate system changes with all relevant stakeholdersLead incident resolution,



ensuring full recovery and resolution within the SLA, followed by problem investigations, including defect creationHandle releases, defining implementation plans including deployment, cutover, and fallback and ensure successful deployment to the production environmentEffectively and promptly inform business stakeholders of recovery activitiesDocumentation, Training and CollaborationInterface with business colleagues, Technology Help Desk, Technology Command Center (ITCC), Technology support teams, or vendorsCollaborate with team members to enhance overall support and product evolution activitiesCreate, update, and manage comprehensive documentation for internal processes, procedures, and best practicesCollaborate with Subject Matter Experts (SMEs) to ensure accuracy and relevancy of documentationDevelop transparent and concise job aids, manuals, and instructional materials to support training and onboarding effortsEstablish a central repository for easy access to documentation by team membersRegularly review and update existing documents to reflect process changesProvide training and support to team members on effective use of documentation resourcesWorking ConditionsThe 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.ExperienceSupport EnvironmentGraduates with the required technical knowledge will be considered for this roleExperience in a 24/7 support environmentCandidates with an equivalent combination of education, training, and experience will be consideredEducation/Certification/DesignationBachelor's Degree in Computer Science, Information Systems, or equivalent Degree, Diploma, or work experienceCandidates with equivalent practical experience, education, or training will be consideredCompetenciesWe Care About Each OtherWe Strive for ExcellenceWe Succeed TogetherWe Lead ResponsiblyCustomer serviceHigh-Impact ExecutionConveying the visionPlanningAI Literacy and data orientationTechnical Skills/KnowledgeStrong understanding of release management processes and best practicesProficient in analyzing systems and processes with a focus on innovation and process improvementKnowledge of various deployment strategiesKnowledge in Continuous Integration (CI) and Continuous Deployment (CD) practicesProficient in scripting using various scripting languagesKnowledge 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

📌 Specialist Solution Management-Ca (Edmonton)
🏢 CN
📍 Edmonton