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    Senior ServiceNow Expert - Toronto, ON, Canada - Canadian National Railway

    Canadian National Railway
    Canadian National Railway Toronto, ON, Canada

    1 week ago

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    Description

    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.

    The Expert, End User Services Product Management is responsible for translating business requirements into product roadmaps.

    This role ensures that the product and these evolutions meet CN's requirements Regulatory and Cybersecurity requirements, good market practices and modernization objectives.

    The Expert, Product Management also oversees the operationalization of this roadmap.
    Manage the evolution pipeline or the creation of new products.


    • Work with the Portfolio Manager and Integrators to ensure the clarity and accuracy of the project requirements.
    • Review the pipeline with Support Managers to take the operational reality into account.
    • Measure and manage customer satisfaction.
    Manage and organize the Product Governance (POD) to formally approve the Product Roadmap and review with Sr Management the proposed initiatives as input for the financial planning processes


    • Pay close attention to product lifecycles and enable steady alignment as part of product management in collaboration with the internal technical Subject Matter Expert (SMEs)
    • Engage with Cybersecurity to assess security risks and factor the risk response plans into the Product Roadmap
    • Work with the Portfolio Manager and Integrator group to monitor the execution of projects vis-à-vis the Product Roadmap
    • Manage roadmap priorities. Facilitate definition and tracking of key metrics related to products (e.g. performance, financials)
    • Work with other Product Management experts and other stakeholders to identity and manage inter-dependencies ensure consistency between various products
    • The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Relevant Work Experience
    • Minimum 10 years of relevant work experience
    • Experience of Product Management
    • Experience shaping, building, scaling and sustaining products
    • Experience with requirements analysis
    • Experience with requirements analysis.
    • Strong experience in the End User Services / Digital Workspace area: M365 suite with focus on MS-Teams and SharePoint, Atlassian Confluence, PC and Toughbook's in a Windows OS landscape, Software Packaging and Distribution, VDI, Printers, eFax, Mobility (iOS, Android operating systems and Mobile Device Management (MDM) systems Workspace One and Intune), IP Telephony (Cisco CUCM, IP Phones and Voice Gateways) and Contact Center Technologies (Genesys, Nice)
    • Any experience in one of the fields above is considered an asset
    Bachelor's Degree in Computer Science, Engineering or equivalent


    • Inspires others with impactful communications, leadership and adapts to the audience through speech and writing
    • Demonstrates organizational and planning abilities, including but not limited to decision making, problem solving and prioritization
    • Technical Skills/Knowledge
    • Knowledge of Design Thinking principles and Agile and Safe delivery concepts
    • Familiar with key principles of Cybersecurity Governance Risk and Compliance
    • Strong command of the office 365 suite (Powerpoint, Word, Excel), familiarity with Service Now are a plus
    The Expert, Product Management is responsible for making recommendations that influence CN Strategy, Architecture and technology roadmaps.

    Working closely with the delivery teams, the role follows the project lifecycle and phases, and escalates to I&T stakeholders when required.

    The Expert, Product Management interacts with and influences various internal and external customers. Within the organization, the incumbent has high-level interactions with I&T VP/AVP, Directors and Senior Managers. External to CN, the incumbent collaborates with external vendors and rail industry counterparts.
    The Expert, Product Management reports to the Manager, Product Management.

    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.

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

    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.

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