Analyst, Solution Management

Canadian National Railway Company•Edmonton, AB

5d•Onsite

About The Position

The Analyst, Solution Management role is responsible for providing technical support to the Rail Traffic Control (RTC) system and coordinating with other Information and Technology (I&T) 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 I&T 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.

Requirements

Graduates with the required technical knowledge will be considered for this role
Experience in a 24/7 support environment
Bachelor’s Degree in Computer Science, Information Systems, or equivalent Degree, Diploma, or work experience
Applies critical thinking
Knows the business and stays current on industry needs
Demonstrates agility and drives change
Collaborates with others and shares information
Sets direction and inspires others
Communicates with impact
Identifies needs and finds solutions to create value for all stakeholders
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

Responsibilities

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 I&T 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
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
Interface with business colleagues, I&T Help Desk, I&T Command Center (ITCC), I&T 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