Analyst Solution Management (Mainframe Application Support)

Canadian National Railway



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

As SRS (Service Reliability System) Application Support Specialist, you will be responsible for safe-guarding applications in the areas of Waybill, Service Scheduling and Customs.

You will provide operational support services across pre-production and production environments for CN’s core applications, to move rail traffic as well as exchange information with internal and external trading partners. You will join a dynamic Team of SMEs (Subject Matter Experts) accountable for integration of new projects into existing core systems.

As Business liaison, you will determine requirements, analyze, and provide solutions for project integrations, enhancements, and fixes for defects. Solutions implemented must be sound and follow ITIL, and SOX requirements.

All code changes must be optimized, efficient and ensure that needs of our business partners, and new customers are met. Sox and government legislated requirements must also be satisfactorily met.

As a Specialist, you will be expected to understand business requirements, troubleshoot issues, perform analysis, design, and program using ITIL framework.

Technical documentation, impact analysis, QA scripts & test scenarios are also functions and capabilities within the Specialist’s toolkit.



You are a focused, determined, inquisitive, and independent individual. Who thinks outside of the box and uses your experiences to navigate the challenges of a fast-paced environment; to ensure job well done, on behalf of our Business partners and CN Customers.

Main Responsibilities


· 15+ years experience with mainframe development.

· Development using Natural programming language.


· Online IMS/Natural programming with screens.

· Batch processing with JCL.


· Experience in a support role of critical, time sensitive applications.

· Perform analysis of system issues, to design effective solutions to meet business needs.


· Provide estimates, technical design, program specifications, code, unit test and integration testing.

Assist with QA of other Team members changes.

· Contribute to, prepare implementation plan for deployment, cutover and fallback. Monitor promotion.



· Ensure compliance with all CN IT standards (e.g. code reviews, security, architecture, systems platform, performance, service now SLAs, SOX etc).

Operational Excellence


· Provide 24/7 support of SRS service offerings to meet service level agreements (SLA).

· Lead incidents and support problem investigations, providing resolutions and follow-up on lessons learned.


· Provide technical expertise and leadership in mitigating solutions as project resource.

· Experience using Microsoft (Teams) and Service Now (SNow) to leverage SDLC and meet service level commitments.


· Work with Product Managers to ensure all work is prioritized and approved by Product Owners.

· Support business continuity planning and disaster recovery (BRP/DR) efforts.


· Integrate ITIL framework and best practices into life cycle of applications supported.

· Complete service requests in timely manner to contribute to KPIs on system performance and availability.


Delivery/Modernization

· Participate in T2C transition of new projects to core support.


· Ensure compliance with all CN IT standards (ie Security, SOX etc).

· Change and release management procedures must be adhered to using Service Now.


· Provide automated solutions for process and support activities to reduce resolution time.

· Facilitate/participate in meetings and brainstorming workshops with projects, business, and external partners.


Customer Satisfaction

· Foster strong relationships with business partners, and ITCC.


· Manage (on rotation basis) Team mailbox and Service Now requests.

· Liaison with other teams, vendors, and managed services.


· Assist with business prioritizations for enhancement/defects.

Education/Certification/Designation


· Bachelor’s degree in computer science and software engineering.

· Bilingual with high proficiency in English (spoken/written)


· Ability to communicate effectively with management, as well as across technical & business areas.

· Excellent listening and interpersonal skills.


· Prioritize and multi-task well, in high-pressure critical applications.

· Strength in problem solving, and analytical skills.


· High energy leader who engages and motivates others.

· Ability to work independently, and as member of a high functioning team.


Technical Skills/Knowledge

· Functional design skills


· Programming language Natural/Adabas, Cobol

· Understanding of batch processing concepts, knowledge of Job Control Language (JCL), Vsam, Syncsort, Job scheduler


· IBM 3090, OS MVS

· DB2 SQL, Data studio


· MQ transactions, Visual Edit

· EDI, Webmethods



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.



At CN, we are dedicated to building North America’s safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate.

Research shows that candidates from underrepresented groups often don’t apply unless they feel they fit the job posting at 100%. Even if you don’t see yourself in every job requirement listed in a posting, we still encourage you to apply.

If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please reach out to our team at .

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. We thank all applicants for their interest, however, only candidates under consideration will be contacted.

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