Business Analyst

Markel•Richmond, VA

46d•$74,320 - $127,710

About The Position

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.

Requirements

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
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

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