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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
The Specialist, Service Operationalization is responsible to ensure newly introduced services are operationality viable while reflecting I&O best practices. The incumbent is to act as a single point of contact for assigned project throughout all operationalization activities and milestones. The role will leverage an existing methodology and transition framework to onboard and provide guidance to project teams in terms of deliverables and evidence. The Specialist will also be accountable to properly track project progression to allow for KPIs and reporting capabilities related to transition status.
Main Responsibilities
Service Operationalization
Coordinate and track IO Support Requests (SRF) based on project intake on a weekly basis.
Responsible for preparing project Support review line-ups for bi-weekly budget approvals
Act as a Single Point of Contact between involved parties (Project, Operations) to facilities discussion and bridge gaps related to Support Requests.
Coordinate and assist projects with the buildout and scheduling of Knowledge Transfer sessions with target Support teams
Onboard and prepare project teams for key ORB Milestones requirements (ORB Gate 1, Technical Go-Live, ORB Gate 2)
Act as a Single Point of Contact on overall service operationalization governance, including guidance on the SvOP process, the Company’s service management standards, compliance management, knowledge transition framework, and go-live validations
Review and validate collection of project technical evidence based on I&O standards and requirements
Ensure approvals are confirmed and received by key stakeholders (ie: GRC, Technical Experts, DR/Observability, Target SOMs & Support Teams)
Capture and track project exceptions or outstanding items
Participate in process management activities when required (Documentation, Templates, KPIs, Metrics, CIMs, MPPRs)
Collaborate with various individuals to mitigate projects risks & deliverables
Participate with Service Design Expert in Service Design activities when required
Ensure accurate project Statuses within Service Now to enable process KPIs
Service Process Improvements
Participate in practice assessment and reviews and give actionable feedback to refine process workflows and documentation artifacts
Contribute to the continuous improvement of service operationalization standards, procedures, methodologies, and documentation required to support evolving operational needs
Working Conditions
The role has standard working conditions in an office environment with a regular work week from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress.
Requirements
Experience
Service Introduction
Minimum 5 years of relevant work experience
Minimum 3-5 years of experience in a service transition or related field
Minimum 3-5 years of experience with responsibilities involving technical reviews and service introduction
Experience in creating service design mappings that span multiple technical and application offerings (asset)
Experience as an I&T service integrator (asset)
Education/Certification/Designation
Bachelor’s Degree in Information Technology or equivalent
Information Technology Infrastructure Library (ITIL) Certification
Competencies
Sets direction and inspires others
Communicates with impact
Applies critical thinking
Solves problems to create value
Collaborates with others and shares information
Demonstrates agility and drives change
Fluently bilingual both written and verbal (English, French)
Technical Skills/Knowledge
Ability to review and evaluate various technical evidence documents for clarity, quality & conformity
Ability to comprehend service design flows and relationship mappings
Knowledge of enterprise architecture, as well as integrated architecture concepts
Knowledge of Service Management and CMDB platforms (SNOW)
Knowledge of Content Management Systems (Confluence, SharePoint)
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.
CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.
