Application Support Analyst (3rd Party Support &

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**
• *Main Responsibilities**
• *Operation Excellence**

Perform software administration, configuration, evolution (enhancement), upgrades and patches

Analyze business needs, document requirements and design technical solutions with customers.

Participate in the planning, development and implementation of both cloud and on-premise infrastructure upgrades and migrations

Create custom reports from different types of database sources

Provide coaching and training to business users

Develop and maintain procedures and documentation

Provide Functional Design Documents when required

Perform incident handling, service restoration, logging and tracking

Perform problem investigation and follow-up resolution, including defect resolution

Ensure compliance with all appropriate CN IT standards (e.g. Security, Architecture, Project Delivery Methodology, SOX, ITIL, etc.)

Interface with business colleagues, I&T Help Desk, IT Command Center (ITCC), I&T support teams or Vendor

Collaborate with other team members to improve overall support activities and product evolution activities

• *Delivery (Product Evolution/Project)**

Define and execute enhancement / project activities around configuration, design specification and testing

Collaborate to the transition to core (T2C) to help enforce the support excellence standard.

• *Practice Evolution**

Ramp-up his/her knowledge on upcoming key technologies

Generate automation ideas to help improve support effectiveness

Design and implement suitable automated processes to optimise day-to-day support activities

• *Requirements**:

Education/Certification/Designation

Bachelor's degree or equivalent work experience

• *Skills/Knowledge**

Problem-solving and investigation skills

Ability to meet deadlines

Strong analytical and troubleshooting skills

Good communication, time management and interpersonal skills

Ability to quickly understand assignments and work independently

Ability to multi-task in a constantly evolving environment

• *Specific Skills per Speciality**

3Rd Party Corporate Application Support

Windows Server Expertise

Linux Expertise

Hands-on experience dealing with databases

Strong Process Development skills (Documentation, Knowledge Articles)

Experience with vendor management

Working Knowledge of ServiceNow

• *Experience**

Minimum of 5 years experience with concepts, techniques, and tools in the development configuration, and management of production systems

• *Assets**

Experience with successful project implementation

• *Working Conditions**

May be required to respond to emergency situations

Rotating pager support

• *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 and supply chain excellence to deliver results.