Business Systems Analyst - Intermediate

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We look forward to hearing from you!

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

ICBC is committed to delivering consistently high quality customer service to all British Columbians. If you are reliable and dependable, we welcome you to apply for this exciting opportunity.

The Insurance Information Services Division is currently looking for an Intermediate Business Systems Analyst to join our applications team. In this role, you will assist the business in the investigation and remediation of issues. In addition, the position may lead small to large-scale applications related projects.

Specifically, you will:
•    Document systems and acceptance criteria based on business requirements.
•    Work closely with the business stakeholders in understanding and prioritizing requests to support investigation and remediation.
•    Identify opportunities and implement processes to improve both speed of delivery and quality of deliverables.
•    Coach on defect/incident resolution, as well as identify root cause of complex defects/incidents across portfolios and communicate resolution.
•    Clearly articulate requirements, proactively collaborate with team, and facilitate development and testing activities to ensure the solution meets the business need.
•    Provide data to the business stakeholders for review and remediation.

Position Requirements:
This position will require someone who has 3-5 years of hands-on experience in Business Systems Analysis or a combination of relevant post-secondary education and related experience. The ideal candidate will possess the following qualifications:
•    Experience in identifying and understanding business needs, validating with key stakeholders and evaluating alternative solutions.
•    Intermediate experience in SQL/Oracle, Confluence, SPLUNK, ITSM tools (e.g. HPSM, ServiceNow) and process mapping tool (e.g. Visio).
•    Demonstrated knowledge of different requirement gathering techniques and hands on experience with UI and design principles, functional and non-functional requirements.
•    Experience conducting impact analysis in an enterprise environment.
•    Working experience with Agile methodology.
•    Ability to translate technical terms and requirements for non-technical people.
•    Experience in facilitating/leading small to large cross functional groups with demonstrated success in relationship building, conflict resolutions, consensus building, risk mitigation and in delivery of small initiatives.
•    Provide release coordination & planning with key vendors and technical teams in the execution of medium to high complexity changes. 
•    Develops and executes on operational processes and methodology to plan, implement or oversee system changes into all prod and non-prod environments
•    Provides coordination and operational oversight of the incident, problem and change queue to ensure appropriate action is taken within the service expectations of the customer.
•    Providing customer services with users and business customers in providing communications on escalations and urgent incidents with the technical staff and the manager.
•    Acts as the operational lead in the service management of vendors and other external services that support the solutions as the focal point of the IS Contact Center Team.
•    Provide weekly updates on the ongoing operations of the contact center core services as it relates to incidents, problems, and changes to the solution. 
•    While Genesys Contact Center Solution technical knowledge is not mandatory, good understanding of the IS Problem, Incident and change process is required.
•    Ability to plan, prioritize and complete multiple concurrent tasks in an environment of changing deadlines, priorities and requirements.
•    Experience with different testing techniques.
•    Experience performing production support including incident, problem and change management.
•    Understanding of software development lifecycle (e.g. build and release management, migration methodology).
•    Ability to work without supervision and in a cross-functional team environment.
•    Experience in supervising and mentoring junior BSAs.
•    Exposure to Guidewire PolicyCenter, Guidewire ClaimCenter, JIRA, HPSM, and SharePoint is an asset.

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. #IND1