Deskside Operations & Process Improvement Coordinator

Markel; Richmond (VA); On-site; USD 39,000 - 66,000; Full time

Job summary

Markel is seeking a Process Analyst to analyze, document, and improve Deskside Support processes, enhancing efficiency, service quality, and data accuracy. You will collaborate with Service Desk, IT Asset Management, and Workplace Resources to drive improvements and develop reporting.

The role partners with IT teams on continuous improvement, workflow optimization, and project support, including laptop refresh programs and office moves. US work authorization is required.

Qualifications

• Experience in IT Operations, Deskside Support, Service Desk, Asset Management, or Process Analysis.
• Strong analytical and problem-solving skills.
• Experience with ServiceNow reporting and workflow analysis.
• Advanced Excel and reporting skills.
• Process documentation and workflow mapping experience.
• Strong communication and presentation skills.

Responsibilities

• Identify inefficiencies, bottlenecks, and issues within Deskside Support operations.
• Map, document, and maintain end-to-end support processes.
• Lead continuous improvement initiatives focused on standardization, automation, and simplification.
• Support Lean Right and Shift Left initiatives by redistributing or automating tasks.
• Develop process documentation, SOPs, workflows, and knowledge articles.
• Coordinate Deskside operational projects and maintain schedules and status reports.

Skills

IT operations experience

Analytical skills

ServiceNow reporting

Excel & reporting

Documentation & mapping

Communication skills

Job description

Markel is seeking a Process Analyst to analyze, document, and improve Deskside Support processes, enhancing efficiency, service quality, and data accuracy. You will collaborate with Service Desk, IT Asset Management, and Workplace Resources to drive improvements and develop reporting.

The role partners with IT teams on continuous improvement, workflow optimization, and project support, including laptop refresh programs and office moves. US work authorization is required.