Technical Infrastructure Analyst

Insurance Corporation of British Columbia•North Vancouver, BC

1d•Hybrid

About The Position

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

Requirements

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.
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.
Valid BC driver’s license.

Responsibilities

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.