Application Support Analyst - Jobs in Outremont

Job Description

At CN, we work together to move our company-and North America-forward. Be part of our Informationamp; Technology (I amp;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 SummaryThe role of Analyst Solution Management (3rd Party Corporate Applications) will include responsibilities for day-to-day application support activities such as functional support, application administration, configuration and troubleshooting. The Analyst will also be involved in lifecycle activities, enhancements and projects to produce functional designs meeting both business requirements and architectural standards. Other duties include participating in the operationalization of new applications and providing SME knowledge and key requirements to ensure our support standards are met. Additionally, the Analyst will be an active part of Problem, Incident and Change processes following ITIL foundations.Main ResponsibilitiesOperation ExcellenceTroubleshoot application-related issues/inquiries and follow up with backend support when requiredPerform software administration, configuration, evolution (enhancement), upgrades and patchesAnalyze business needs, document requirements and design technical solutions with customers.Develop concepts and best practices for security applicationsParticipate in the planning, development and implementation of both cloud and on-premise infrastructure upgrades and migrationsCreate custom reports from different types of database sourcesProvide coaching and training to business usersDevelop and maintain procedures and documentationParticipate in application portfolio management activities, including Product Lifecycle Management, Cost of Ownership, etc.Provide Functional Design Documents when requiredPerform incident handling, service restoration, logging and trackingPerform problem investigation and follow-up resolution, including defect resolutionEnsure compliance with all appropriate CN IT standards (e.g. Security, Architecture, Project Delivery Methodology, SOX, ITIL, etc.)Interface with business colleagues, I amp;T Help Desk, IT Command Center (ITCC) , I amp;T support teams or VendorCollaborate with other team members to improve overall support activities and product evolution activitiesDelivery (Product Evolution/Project)Define and execute enhancement / project activities around configuration, design specification and testingProvide SME knowledge and key requirements for the operationalization and support of the applicationCollaborate to the transition to core (T2C) to help enforce the support excellence standard.Practice EvolutionRamp-up his/her knowledge on upcoming key technologiesGenerate automation ideas to help improve support effectivenessDesign and implement suitable automated processes to optimise day-to-day support activitiesRequirementsEducation/Certification/DesignationBachelor #39;s degree or equivalent work experienceSkills/KnowledgeProblem-solving and investigation skillsAbility to meet deadlinesStrong analytical and troubleshooting skillsGood communication, time management and interpersonal skillsAbility to quickly understand assignments and work independentlyAbility to multi-task in a constantly evolving environmentSpecific Skills per Speciality3Rd Party Corporate Application SupportWindows Server ExpertiseLinux ExpertiseHands-on experience dealing with databasesStrong Process Development skills (Documentation, Knowledge Articles)Experience configuring and customizing applications as administratorExperience with vendor managementWorking Knowledge of ServiceNowExperienceMinimum of 5 years experience with concepts, techniques, and tools in the development configuration, and management of production systemsMinimum 3 years of experience in developing solutions for and/or supporting enterprise level security applicationsAssetsExperience with successful project implementationWorking ConditionsMay be required to respond to emergency situationsRotating pager supportAbout CNCN 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 #39;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.