IT Operations Analytics & Improvement Analyst

Markel International

Greater London

Hybrid

GBP 45,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Annual bonus

Good benefits package

Holiday entitlement 25 days + bank hol

Pension scheme

Private medical and dental cover

Life assurance

Travel insurance

Income protection

Season ticket loan

Job summary

Markel International is seeking a Business Systems Analyst to support IT Operations with data analytics, reporting, and continuous improvement. The role focuses on ITSM data, performance insights, and driving efficiency across Europe and APAC teams.

The ideal candidate will have strong analytics skills, experience with ServiceNow or Power BI, and be adept at coordinating stakeholder communications while delivering practical improvements in a global insurer’s IT operations.

Qualifications

Experience with ITSM tooling and data dashboards (ServiceNow/Power BI preferred).
Extensive data analysis skills for a broad range of operational tasks.
Practical experience in an IT Operations environment.
Experience using Jira and backlog management.
Detail-oriented, analytical and data-driven.
Knowledge of IT Asset Management processes.
Strong MS Office, especially Excel and PowerPoint.
Excellent verbal and written communication with technical and non-technical stakeholders.
Experience in delivering improvements with a continual improvement mindset and customer focus.
Previous IT background, ideally in Service Operations or ITSM.

Responsibilities

Create ad-hoc reports to support IT operations (experience of either using performance analytics in ServiceNow or Power BI).
Drive small improvements projects, assist in creating the user stories and drive delivery.
Coordinate Europe and APAC service improvement plans, and keeping stakeholders informed of progress
Create the monthly scorecard, and co-ordinate across the function for performance insights.
Coordinate with deskside to process hardware orders and track inventory.
Track our compliance on IT Controls and co-ordinate monthly calls to review.
Monitor the quality of incident and service request handling. Identify patterns of recurring issues, propose improvements, and collaborate with the team to implement best practices for timely and accurate issue resolution.