Job Description

This is an Internal ICBC job posting for applicants within the bargaining unit. External applicants will not be considered.

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to accessibility_services@icbc.com – we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

The End User Support team has an opening for a permanent, full-time Technical Infrastructure Analyst based out of Victoria. This position will provide leadership and senior level technical expertise to support the operations of IT services to ICBC employees and business partners.

As a Technical Infrastructure Analyst you will be responsible for:

• Team Lead for Tier 2 Incidents providing oversight, guidance, development, technical expertise, planning & scheduling for the teams.
• Collaborating with teams across ISD and business areas to enable End User Support to successfully provide support for all lines of business.
• Lead the department on various ISD projects & initiatives including Driver Licensing initiatives, facility moves or changes, equipment evergreening and more.
• Identifying and implementing improvements for the overall operations of End User Support.
• Leading the resolution of high priority incidents with the collaboration of other ISD support groups. For example supporting high profile situations like VIP (Executive or Board of Directors) or customer facing areas.
• Providing training and coaching to the current team and coordinating the onboarding of new team members.
• Performing ongoing reviews of department metrics, quality controls, customer satisfaction levels, and department procedures.
• Making justifiable day-to-day operational decisions with limited guidance.

Qualified applicants should have demonstrable skills and experience in the following areas: 

• Working knowledge of the Asset Management process including hardware inventory control and software license tracking.
• Detailed knowledge of the Incident Management process including a history of triaging, investigating and resolving complex IT Incidents. 
• Knowledge of the Problem Management and Change Management processes used at ICBC and defined under ITIL.
• Recent experience in leading or co-leading an IT project where an external vendor or business partner is involved.
• Experience tracking IT costs and ensuring financial governance policies are being applied.

Your qualifications likely include post-secondary education or certification related to information technology and several years of experience at progressive levels of responsibility in planning and supporting computer technology.  Due to the nature of the work, successful candidates must have a valid BC driver’s license.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined:

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.

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