Operations Analyst - Configuration Management (Service Management)

Company Information:

What we look for
Our exceptional and motivated employees are our greatest strength. Our employees provide the highest level of customer service and help maintain our position as a leader in the global marketplace.

Markel Style
The Markel Style is what makes us stand out from our competitors. It's our core value which should underpin how we do business, while influencing our behavior and performance. We are looking for people who have potential and share our passion to live the Markel Style, which is described in more detail below.

If you think you have these core attributes we want to hear from you.

Job Summary:
The Operations Analyst for Configuration Management (Service Management) will focus on executing service management processes to ensure appropriately controlled and documented IT environments. The scope of role includes primary focus on managing the configuration management system, with supporting processes including incident, problem, change and service level management.

Job Responsibilities

• Managing the day to day activities of the process, including establishing priorities and work assignments
• Tracking compliance to policies and procedures and resolving / escalating any compliance issues
• Facilitates Configuration Management audits
• Reviews major incident outage resolutions and related failed changes due to configuration management system (CMS) related issues
• Facilitates communication and engages business and IT management to encourage configuration management efforts and value proposition
• Engages with projects to ensure Configuration Management can deliver required functionality within project timeframes
• Reviews and approves all changes to the configuration management system (CMS) infrastructure where applicable
• Reviews and approves significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed
• Co-ordinates and manages Configuration Management Database updates upon closure of all changes across our IT environment
• Mentors the organization on Configuration Management services, concepts, policies and procedures
• Provides guidance on all ITIL and ITSM processes used within Markel

Education

• Required - Bachelor's degree in Business Management, Accounting, Computer Science, Information Systems, or other related field or equivalent work experience, including military experience

Certification

• ITIL v3 or v4 Foundations required; additional ITIL certifications preferred
• Familiarity and certification on IT and business governance frameworks such as COBIT and SOX a plus
• Insurance certifications or affiliation with industry group a plus

Work Experience

• At least two years of experience in a technical field
• Prior experience in Service Management or governance role preferred
• Insurance industry background preferred

Skill Sets

• Ability to articulate service management issues in plain language based on audience
• Ability to build relationships and become a trusted advisor to IT and business partners
• Delivery of high-quality presentations
• Demonstrated ability to identify, collect and analyze data to improve performance in one or more process areas
• Prior experience using ServiceNow ITSM tool preferred
• Proven written and oral communication skills
• Proven organization and time management skills
• Proven analytical and problem-solving skills
• Proven project management skills
• Ability to work effectively on a team and individually
• Shows flexibility and attention to details
• Strong desire for continuous improvement

Choose Markel:

Innovative hybrid work model * A diversity and inclusion focused employer * Exceptional base salary and bonus structure * Comprehensive benefits which include PTO, medical, dental, vision, 401K and more * Growth opportunities to advance your career* Ongoing coaching and career development * Fast paced, high performance environment *Profitable Fortune 300 company in business since 1930.

Must be authorized to work in the U.S., and not require sponsorship now or in the future.

"Why work for us?"

Diversity and inclusion
Markel is truly a global and diverse company. We believe that diversity makes us better business partners and that embracing people's differences can bring amazing results and fuel innovation. We have a portfolio of businesses and product lines that operate around the world.

Community involvement
Markel has a rich heritage of supporting communities across the world where our customers and employees live and work. Giving back is part of our history and our future. Our employees share in this philosophy through volunteering, mentoring and fundraising.

Commitment to open doors

Markel is committed to creating the best work environment. Our open-door policy is essential in recognizing business issues as they rise and to address the changing needs of our diverse and global workforce. Challenging management is a component of the Markel Style-some of our best ideas start from a conversation between a manager and an employee.

Entrepreneurial spirit

As the Markel Style states, we pursue excellence, strive for a better way, and share the success of others. Markel associates proactively seek new business opportunities, bringing further success to Markel.