Senior Problem & Change Coordinator

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

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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 Service Transition team is looking for a Senior Problem and Change Coordinator to support ICBC’s IT Service Management processes in the areas of Problem, Change, and Major Incident Management. 

As a Senior Problem and Change Coordinator you will play a key role in helping to drive and lead enhancements and improvements across the IS division, ensuring we avoid systems issues that impact our customers through: 

•    Facilitating day-to-day operations of the change and problem management processes, ensuring compliance to internal practices and policies;
•    Managing Problem and Change records, coordinating the day-to-day execution of the processes and process administration;
•    Communicating with internal partner and technical staff concerning the status of Problem and Change records;
•    Leading technical teams to identify the root cause and solution of Major Incidents or Service Disruptions, conducting Major/Post Incident Reviews, and facilitating Problem Management meetings;
•    Identifying and resolving scheduling conflicts concerning planned changes and facilitating meetings to discuss Changes and Problems;
•    Analyzing information, producing reports, and driving process improvement opportunities.
•    Educating staff on the Change Management process via regular large meeting sessions or 1 on1 

Position Requirements:
The following technical support experience will be required:
•    A solid foundation in IT Infrastructure and Operations technologies;
•    Experience with IT Service Management with demonstrated experience with Problem, Change, and Incident Management practices and policies;
•    Knowledge of ITIL Foundations and working knowledge of Service Manager;
•    Strong communications, relationship building, and facilitation skills;
•    Strong analytical and critical thinking skills, with the ability to ask the right questions to identify problems and mitigate service impacts. 

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. 

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