Deskside Operations & Process Improvement Lead

Markel; Richmond (VA); Presencial; USD 58.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) with employer match

Paid time off (PTO)

Corporate holidays and floating or par

Employee Stock Purchase Plan

Descripción de la vacante

Markel is seeking a Process Analyst to analyse, document, and improve Deskside Support processes, enhancing efficiency, service quality, and data accuracy across IT teams. The role partners with Deskside Support, Service Desk, IT Asset Management, and Workplace Resources to drive continuous improvement, optimize workflows, and support strategic projects.

You will also lead the US & Bermuda laptop refresh programme, coordinate planning, and ensure smooth deployment while aligning with business

Formación

• Experience in IT Operations, Deskside Support, 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.

Responsabilidades

• Process Improvement & Operational Excellence: identify inefficiencies, map and maintain end-to-end processes, lead standardisation and automation, support Lean Right and Shift Left initiatives, develop SOPs and knowledge articles, facilitate reviews.
• IT Asset Management Support: assist with HAM process development, reconcile inventory discrepancies, support laptop refresh programmes and equipment recovery.
• ServiceNow & Workflow Optimization: review incidents, improve data quality and reporting, assist testing and implementation of workflow enhancements, support automation.
• Project & Program Support: coordinate Deskside projects, maintain schedules and risks, track milestones, support customer satisfaction improvement plans.
• Laptop Refresh Program Management: coordinate US & Bermuda refresh programme, manage 30/60/90 day plans, coordinate with leaders and stakeholders, communicate plans and progress.
• Customer Experience & Service Quality: analyze feedback, identify pain points, recommend improvements to service delivery models.

Conocimientos

IT Operations

Deskside Support

Service Desk

Asset Management

Process Analysis

Analytical thinking

ServiceNow reporting

Workflow analysis

Excel and reporting

Communication & presentation

Herramientas

ServiceNow

Power BI

Microsoft Office

Descripción del empleo

Markel is seeking a Process Analyst to analyse, document, and improve Deskside Support processes, enhancing efficiency, service quality, and data accuracy across IT teams. The role partners with Deskside Support, Service Desk, IT Asset Management, and Workplace Resources to drive continuous improvement, optimize workflows, and support strategic projects.

You will also lead the US & Bermuda laptop refresh programme, coordinate planning, and ensure smooth deployment while aligning with business