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ITSM Specialist ServiceNow

Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC. As the only truly North American railway, we are making big moves! Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico. Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network. Visit to learn about the CPKC advantage, our purpose and culture.



Our Specialists analyze complex situations, apply critical thinking techniques to verify existing infrastructure technology solutions and/or test and design new solution designs. Coach and develop less experienced team members to exhibit strong understanding of the Software Development Lifecycle (SDLC), (AGILE, Accelerated SAP (ASAP), Waterfall) and Information Technology Infrastructure Library (ITIL) procedures. This role exhibits deep subject matter expertise within their Information Services domain (application, network and infrastructure)



  • Uses policies and general objectives with little functional guidance. Rarely refers specific cases to manager unless clarification or interpretation of organization policies is involved.
  • Work is accomplished without considerable direction. Exercises judgment in selecting methods, techniques, and evaluation criteria in obtaining results. Exerts significant latitude in determining objectives of assignment. Takes calculated risks with consultation from the expert.
  • Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors.
  • Design upgrades, configuration improvements, and process improvements while considering the larger application and infrastructure eco-system.
  • Leads change and adoption of technology advancements – (i.e., support legacy system modernization and transformation.
  • Prepares, issues, and presents reports, corrective action plans and mitigation strategies based on critical path analysis.
  • Ability to adapt critical thinking and analysis skills to problems across multiple eco-systems.
  • Communicates effectively, verbally, and written formats, by using regular team meetings and individual meetings to ensure alignment of team members.
  • May be required to work irregular hours (weekend, evenings)
  • May be required to perform on call duties as required.



  • 5+ years’ experience in IT Service Management process management or improvement experience, preferably in the Service Operations (Incident, Problem, Change, Request, or Event Management processes.
  • 2+ years of development / administration experience using a wide variety of IS ticketing platforms, applications, preferably ServiceNow




  • Flexible and competitive benefits package
  • Competitive company pension plan
  • Employee Share Purchase Plan
  • Performance Incentive Program
  • Annual Fitness Subsidy
  • Part-time Studies Program




As an employer with North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.


Background Investigation:

The successful candidate will need to successfully complete the following clearances:       


  • Criminal history check
  • Reference check


Management Conductor Program:

Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.


CPKC is an employment equity employer committed to the principles of employment equity and inclusion. We encourage all qualified candidates to apply including women, Black, Indigenous, People of Colour (BIPOC), members of the LGBTQ+ community, and people with disabilities. Accommodations for the job application process can be provided, as appropriate, upon request. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA)”. 


CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities. 



  • Req ID: 101549
  • Department: Information Services
  • Job Type: Full-Time
  • Position Type: Non-Union
  • Location: Calgary, Alberta
  • Country: Canada
  • % of Travel: 0-10%
  • # of Positions: 2
  • Job Grade: Level 4
  • Job Available to: Internal & External





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