Career Returners - Operations Analyst (IT)

Location: London
Opportunity: 6-month returnship – Operations Analyst (IT)
Start date: 12 May 2025
Apply by: 10 March 2025

Looking to ignite your career comeback in a global organisation with an unparalleled culture? If so, we want to hear from you.

Markel is a global specialty insurance provider with a truly people-first approach. We have the tools, knowledge and experience to offer our clients unique solutions across a wide variety of risks. We have our own trusted Lloyd’s syndicate but can also underwrite risks through our other Markel companies, depending on where our clients are in the world. We have specialists across the UK, Europe, Asia, Australia, Indonesia, The Middle East, and North America.

But it’s our people and the relationships they develop with colleagues, brokers and clients that makes us so unique.

And so, because we understand the value of diverse perspectives and experiences, we’re looking for talented professionals who want to reignite their careers as part of our involvement in the Markel - Insurance Cross-Company Returner Programme 2025 - Career Returners.

About the Programme

• The programme offers a professionally paid placement of 6 months, from May to November 2025.

• There will be a likelihood of a permanent role at the end of the programme.

• To support your transition back into the workplace, you will receive an internal mentor and a buddy for your day-to-day questions.

• You will benefit from Career Returners’ Coaching Programme throughout your time on the programme. 

• As part of the cross-company programme, you will have a ready-made peer support group of other returners re-entering the insurance sector.

• We are open to flexible working arrangements.

The opportunity

We are a team based across the UK and US that cover Service Management capabilities of Incident, Major Incident, Problem, Change and Configuration management which are enabling processes for the wider technology team.  We are the process owners and utilise ServiceNow to automate these processes which gives us the opportunity through data insight to drive performance. We strive to deliver high levels of service and continual improvement opportunities across the Technology service.  

We are seeking an analytical and inquisitive career returner who wants to join as an IT Operations Analyst, supporting our Service Operations team.  The Operations Analyst will be responsible for providing hands on support with process development coordination and improvement, metrics and reporting requirements and support with our IT Service Management data in ServiceNow. 

Duties and responsibilities:

• Support the Major Incident Managers in system administration and action tracking using the Service Management tool. 

• Proactively look at trends and data analysis to provide insights into our daily operational performance.   

• Support the development of the weekly operations report.

• Track and report problem management metrics e.g. time to resolution, problem re-occurrence rates, and SLA adherence.

• Support the system administration of the Configuration Management Database and produce regular reporting on process performance.  

• Work with Change Management to draft service communications to notify of changes and monthly patching activities. 

• Facilitate the regular review of IT Service Management documentation.

• Actively monitor the IT Service Management mailbox and cascade information to the team. 

• Develop and manage Service Operations SharePoint sites to keep collaborators, customers, partners, and team members well-informed and up to date with Service Operations activities.

You will have:

• Previous IT Background, ideally in Service Operations or IT Service Management experience. 

• Experience with reporting tools and ability to generate data insights. 

• Analytical and critical-thinking skills

• Proficient in the use of Microsoft Office tools, particularly MS Excel and presentation software. 

• Proficient in verbal and written communication, capable of effectively engaging with collaborators from diverse technical and non-technical backgrounds. 

• Ability to multi-task and re-prioritize tasks. 

• High levels of customer focus. 

You will be:

• On a career break – for any reason - of at least 18 months (any PTA, school governor work, volunteering or similar is acceptable).

• Eligible to work in the UK and satisfy any regulatory requirements for the role if applicable.

• Curious about joining a company that values diverse perspectives and recognises the potential in undiscovered talent.

We are a Disability Confident Committed employer which means we want to ensure that you have a positive experience applying for a role at Markel and can perform at your best. If there are any adjustments we can reasonably make to ensure that the process is accessible for you at every stage please email [email protected].

#LI-Hybrid #PlayYourPartUK