Analyst Operational Technical Support

For our U.S. applicants, CPKC•Kansas City, MO

8d•Onsite

About The Position

The Analyst Operational Technical Support is responsible for ensuring the safe, reliable operation of Positive Train Control (PTC) and supporting Operations Technology systems. The role independently resolves complex, high-impact incidents, restoring service in alignment with safety and regulatory requirements while minimizing disruption to operations. Additionally, the position provides technical leadership during critical events and drives continuous improvement through advanced analysis, knowledge sharing, and optimization of processes and tools.

Requirements

Computer Science, Computer Engineering, Information Technology, or related discipline; equivalent combination of education and advanced experience in PTC, rail operations, or technical/safety-critical support environments is an asset.
1 – 3 years of experience in a technical support, operations center, or related environment.
Demonstrated ability to troubleshoot issues, follow procedures, and work within a team in a fast-paced environment.
Experience supporting safety-critical systems, rail operations, or PTC/OT environments.
Strong attention to detail, reliability, and ability to manage time and responsibilities in a shift-based environment.
Strong understanding of operational workflows and the ability to assess risk and make sound decisions in a safety-critical environment.
Ability to follow, interpret, and apply technical procedures, system documentation, and regulatory guidelines (FRA/PTC).
Ability to work both independently and collaboratively in a 24/7 shift-based team environment.

Responsibilities

Provide real-time technical support for PTC and Operations Technology systems, responding to and resolving operational incidents to ensure safe and continuous train operations.
Diagnose and resolve system issues through log analysis, system monitoring tools, and coordination with field teams and stakeholders.
Apply knowledge of PTC system behavior, trip flows, and failure modes to support safe decision-making and maintain regulatory compliance.
Maintain accurate incident documentation, contribute to knowledge resources, and support team awareness through clear communication and information sharing.
Work a 24/7 shift environment, including nights, weekends, and holidays, to support continuous train operations.
Participate in on-call rotation or escalation support during critical incidents or service disruptions.
Maintain clear, timely communication with field personnel, dispatch, and stakeholders during operational events.
Prioritize and manage multiple active incidents in a high-pressure, safety-critical environment.
Adapt to rapidly changing operational conditions and system priorities while maintaining focus on safe outcome.
Support team knowledge sharing by capturing lessons learned and reinforcing standard practices during shift turnover.
Exercise sound judgment in escalation, ensuring issues are raised appropriately to protect safety and system reliability.