IT Operations & Process Improvement Analyst

Markel; Richmond (VA); Presencial; USD 74.000 - 128.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) with employer match

Employee Stock Purchase Plan

Paid time off and holidays

Parental leave

Health, dental and vision insurance

Company holidays

Descripción de la vacante

Markel in Richmond, VA is seeking an IT Operations Analyst to drive operational excellence within IT Service Operations. The role focuses on analysis, governance, and cross-team coordination to improve performance and service delivery.

The position requires strong data analytics, process mapping, and stakeholder collaboration skills, with a base salary supported by a bonus potential. This is a full-time, on-site opportunity requiring US work authorization.

Formación

• 3+ years of experience in business operations, IT operations, operational analysis, service management, or related operational support roles.
• Experience with reporting and analytics tools such as ServiceNow, Advanced Excel skills, Power BI Data Modeling, SQL, DAX or similar platforms preferred.
• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Strong analytical, organizational, and problem-solving skills.
• Experience with process mapping, workflow analysis, and operational improvement initiatives.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively across technical teams, operational leadership, and business stakeholders.

Responsabilidades

• Analyze operational workflows and identify opportunities for process optimization, standardization, and efficiency improvements
• Pull, analyze, and interpret operational data and trends to support operational and strategic decision making
• Lead and support operational improvement initiatives across Service Desk, Deskside, Tier 2 Operations, and ITSM
• Coordinate cross-functional operational activities, follow-ups, and action tracking across multiple teams and stakeholders
• Assist with process mapping, operational documentation, workflow development, and governance activities
• Support KPI, SLA, and operational performance management activities, including identifying trends and improvement opportunities
• Develop and maintain dashboards, operational summaries, and leadership reporting as needed
• Support operational governance cadences, service management initiatives, and operational maturity efforts
• Assist with project coordination activities including operational planning, meeting facilitation, status tracking, and stakeholder communication
• Partner with technical and business teams to improve operational consistency, customer experience, and service delivery effectiveness
• Identify operational risks, gaps, and inefficiencies and provide recommendations for improvement
• Support quality assurance, service review, and continuous improvement activities
• Perform a variety of operational and strategic support activities as business needs evolve

Conocimientos

Business operations

Analytical thinking

Communication

Project coordination

Process mapping

Educación

Bachelor's degree in Computer Science/Information Technology

Herramientas

ServiceNow

Advanced Excel

Power BI

SQL

DAX

Descripción del empleo

Markel in Richmond, VA is seeking an IT Operations Analyst to drive operational excellence within IT Service Operations. The role focuses on analysis, governance, and cross-team coordination to improve performance and service delivery.

The position requires strong data analytics, process mapping, and stakeholder collaboration skills, with a base salary supported by a bonus potential. This is a full-time, on-site opportunity requiring US work authorization.