Support 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. Responsibilities

• 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

• 3+ years of experience in business operations, IT operations, operational analysis, service management, project coordination, or related operational support roles preferred
• Experience with reporting and analytics tools such as Service Now, 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 analyzing operational data, trends, and service performance metrics
• Experience with process mapping, workflow analysis, and operational improvement initiatives preferred
• Strong understanding of operational governance, service management, and cross-functional operational support models preferred
• Excellent verbal and written communication skills
• Ability to communicate operational and technical information in a business-friendly manner
• Ability to collaborate effectively across technical teams, operational leadership, and business stakeholders
• Strong project coordination and operational planning skills
• Ability to manage multiple priorities and operational initiatives simultaneously
• Self-starter with the ability to work independently and drive operational follow-through
• Strong attention to detail with a focus on operational consistency and execution
• Flexible, adaptable, and able to operate effectively in a fast-paced and evolving operational environment

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., 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.

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.