Business Analyst

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it.The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special! The Support Analyst is responsible for one or more technologies or functions within IT, including analyzing performance and ensuring the technology or function is meeting customer requirements. The Support Analyst makes decisions based on independent judgment to resolve a range of complex technical problems and demonstrates technical and process expertise as it relates to their area of responsibility while continually working to improve overall service delivery.The IT Operations Analyst is responsible for supporting operational excellence initiatives across IT Service Operations through process improvement, operational analysis, data insights, and cross-functional coordination activities. This role will partner closely with Service Desk, Deskside Support, Tier 2 Operations, and ITSM to improve workflows, identify operational inefficiencies, support strategic initiatives, and enhance service delivery consistency across the organization.This individual will lead operational analysis and coordination efforts, support operational governance activities, assist with workflow optimization and process standardization, and help drive continuous improvement initiatives across multiple operational areas. The role requires a highly organized and analytical individual who can operate independently, manage competing priorities, and influence operational improvements across both technical and business teams.ResponsibilitiesAnalyze operational workflows and identify opportunities for process optimization, standardization, and efficiency improvementsPull, analyze, and interpret operational data and trends to support operational and strategic decision makingLead and support operational improvement initiatives across Service Desk, Deskside, Tier 2 Operations, and ITSMCoordinate cross-functional operational activities, follow-ups, and action tracking across multiple teams and stakeholdersAssist with process mapping, operational documentation, workflow development, and governance activitiesSupport KPI, SLA, and operational performance management activities, including identifying trends and improvement opportunitiesDevelop and maintain dashboards, operational summaries, and leadership reporting as neededSupport operational governance cadences, service management initiatives, and operational maturity effortsAssist with project coordination activities including operational planning, meeting facilitation, status tracking, and stakeholder communicationPartner with technical and business teams to improve operational consistency, customer experience, and service delivery effectivenessIdentify operational risks, gaps, and inefficiencies and provide recommendations for improvementSupport quality assurance, service review, and continuous improvement activitiesPerform a variety of operational and strategic support activities as business needs evolveCompetencies3+ years of experience in business operations, IT operations, operational analysis, service management, project coordination, or related operational support roles preferredExperience with reporting and analytics tools such as Service Now, Advanced Excel skills, Power BI Data Modeling, SQL, DAX or similar platforms preferredBachelor's degree in Computer Science, Information Technology, or a related field preferredStrong analytical, organizational, and problem-solving skillsExperience analyzing operational data, trends, and service performance metricsExperience with process mapping, workflow analysis, and operational improvement initiatives preferredStrong understanding of operational governance, service management, and cross-functional operational support models preferredExcellent verbal and written communication skillsAbility to communicate operational and technical information in a business-friendly mannerAbility to collaborate effectively across technical teams, operational leadership, and business stakeholdersStrong project coordination and operational planning skillsAbility to manage multiple priorities and operational initiatives simultaneouslySelf-starter with the ability to work independently and drive operational follow-throughStrong attention to detail with a focus on operational consistency and executionFlexible, adaptable, and able to operate effectively in a fast-paced and evolving operational environmentUS Work AuthorizationUS Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.Pay information:The base salary offered for the successful candidate will be based on compensable factors such as job-relevant education, job-relevant experience, training, licensure, demonstrated competencies, geographic location, and other factors. The salary for the position is $74,320 - $127,710 with a 12% bonus potential.Who we are: Markel Group (NYSE – MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world. We’re all about people | We win together | We strive for better We enjoy the everyday | We think further What’s in it for you: In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.  We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.  All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.  We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.   Are you ready to play your part? Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you. Caution: Employment scams Markel is aware of employment-related scams where scammers will impersonate recruiters by sending fake job offers to those actively seeking employment in order to steal personal information. Frequently, the scammer will reach out to individuals who have posted their resume online. These "job offers" include convincing offer letters and frequently ask for confidential personal information. Therefore, for your safety, please note that: All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.All legitimate communications with Markel recruiters will come from Markel.com email addresses. We would also ask that you please report any job employment scams related to Markel to View email address on click.appcast.io. Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.  Should you require any accommodation through the application process, please send an e-mail to the View email address on click.appcast.io. No agencies please.SummaryLocation: Richmond, VAType: Full time