The posting
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 Process Analyst is responsible for analyzing, documenting, improving, and standardizing Deskside Support processes to enhance operational efficiency, service quality, customer experience, and data accuracy. This role partners with Deskside Support, Service Desk, IT Asset Management, Workplace Resources, and other IT teams to drive continuous improvement initiatives, optimize workflows, develop reporting, and support strategic projects.
Operations Coordinator - Deskside Support
Job Summary
The Process Analyst is responsible for analyzing, documenting, improving, and standardizing Deskside Support processes to enhance operational efficiency, service quality, customer experience, and data accuracy. This role partners with Deskside Support, Service Desk, IT Asset Management, Workplace Resources, and other IT teams to drive continuous improvement initiatives, optimize workflows, develop reporting, and support strategic projects.
Key Responsibilities
Process Improvement & Operational Excellence
- Identify inefficiencies, bottlenecks, and recurring issues within Deskside Support operations.
- Map, document, and maintain end-to-end support processes.
- Lead continuous improvement initiatives focused on standardization, automation, and simplification.
- Support Lean Right and Shift Left initiatives by identifying tasks suitable for redistribution or automation.
- Develop process documentation, SOPs, workflows, and knowledge articles.
- Facilitate process reviews and stakeholder workshops.
IT Asset Management Support
- Assist with Hardware Asset Management (HAM) process development and governance.
- Reconcile inventory discrepancies and identify process gaps.
- Support laptop refresh programs and cessation equipment recovery initiatives.
ServiceNow & Workflow Optimization
- Review ServiceNow incidents, requests, catalog items, and workflows for improvement opportunities.
- Improve data quality, categorization, assignment groups, and reporting accuracy.
- Assist with testing and implementation of workflow enhancements.
- Support automation initiatives where manual effort can be reduced.
Project & Program Support
- Coordinate Deskside operational projects including:Laptop refresh programs Office moves Tech Bar initiatives Hardware standards projects Workplace Resource deployments Asset management implementations
- Maintain project schedules, risks, action items, and status reporting.
- Track milestones and ensure deliverables are completed on time.
- Support development of customer satisfaction improvement plans.
Laptop Refresh Program Management
- Serve as the primary coordinator for the US & Bermuda (US&B) laptop refresh program.
- Develop and maintain refresh schedules in partnership with the Hardware Asset Manager and Deskside leadership.
- Create and manage rolling 30-, 60-, and 90-day refresh plans to ensure proactive resource planning and business readiness.
- Coordinate with business leaders, office managers, and key stakeholders to schedule refresh activities while minimizing business disruption.
- Develop and execute communication plans for refresh initiatives, including pre-refresh announcements, user readiness communications, scheduling notifications, and post-deployment follow-up.
- Track refresh progress, deployment metrics, risks, and dependencies, providing regular status reports to leadership.
- Identify locations, departments, and user groups requiring upcoming refresh activities and ensure sufficient inventory and staffing are available to support deployment schedules.
- Partner with Workplace Resources, Service Desk, and Deskside Support teams to coordinate refresh logistics, office deployments, equipment recovery, and asset disposition activities.
- Analyze refresh data and forecasting trends to improve planning accuracy, resource allocation, and user experience during future refresh cycles.
- Drive continuous improvement of refresh processes, documentation, reporting, and stakeholder communications.
Customer Experience & Service Quality
- Analyze customer feedback and support trends.
- Identify recurring pain points affecting end-user experience.
- Recommend improvements to service delivery models.
Skills & Qualifications
Required
- Experience in IT Operations, Deskside Support, Service Desk, 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
Preferred
- ITIL Foundation certification
- Experience with Power BI
- Experience with IT Asset Management
- Lean Six Sigma or process improvement methodologies
- Experience supporting enterprise end-user computing environments
- Experience in supporting end users in a larger organization.
- Experience in supporting Microsoft Managed Desktop - Laptops
- Experience in troubleshooting/supporting Win 10
- Experience in Microsoft Office (2016, 2019, 2021, or O365)
- Experience with Cisco WebEx technology.
- Experience in AV conference rooms technology.
- Strong oral and written communication skills.
- Basic understanding of desktop virtualization technologies and tools, this will be advantageous, although not a necessity.
- Basic understanding of TCP/IP and IP addressing.
- Basic understanding of O365/M365 endpoint management and Intune.
- Up to 20% travel required.
US Work Authorization
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.
Pay information:
The salary range for this position is $27.84/hr to $47.84/hr with an incentive target of 10%. The posted salary range reflects the lowest and highest base salary applicable to this role across our U.S. locations. Individual offers are determined based on geographic location, experience, qualifications, internal equity, and other job-related factors. As a result, the salary offered for a specific location will fall within a narrower range than the overall range displayed in this posting. This position may also be eligible to participate in the Company's annual incentive plan.
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 [email protected].
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 [email protected].
No agencies please.
