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- Tasks: Join our Service Operations team as an IT Operations Analyst, supporting process development and data analysis.
- Company: We're a dynamic team in the UK and US focused on enhancing IT service management.
- Benefits: Enjoy a paid 6-month placement with mentorship, coaching, and flexible working options.
- Why this job: This role offers a chance to re-enter the workforce, gain valuable experience, and make impactful contributions.
- Qualifications: Ideal for those with an IT background, analytical skills, and proficiency in Microsoft Office tools.
- Other info: Open to career returners after a break of at least 18 months; potential for permanent roles.
The predicted salary is between 28800 - 43200 £ per year.
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., 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.
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.
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.
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Career Returners - Operations Analyst (IT) employer: Markel International
Contact Detail:
Markel International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Career Returners - Operations Analyst (IT)
✨Tip Number 1
Familiarize yourself with ServiceNow and its functionalities, as this will be crucial for your role. Consider taking online courses or tutorials to enhance your understanding of IT Service Management tools.
✨Tip Number 2
Brush up on your analytical skills by practicing data analysis and reporting techniques. Use Excel to create sample reports that showcase your ability to track metrics like time to resolution and SLA adherence.
✨Tip Number 3
Engage with communities or forums related to IT Service Management. Networking with professionals in the field can provide insights and tips that may help you stand out during the application process.
✨Tip Number 4
Prepare to discuss your previous IT experience and how it relates to the role. Be ready to share specific examples of how you've contributed to process improvements or data analysis in past positions.
We think you need these skills to ace Career Returners - Operations Analyst (IT)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Operations Analyst position. Make sure you understand the key responsibilities and required skills, especially around IT Service Management and data analysis.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous IT experience, particularly in Service Operations or IT Service Management. Mention specific tools you've used, like ServiceNow, and any relevant metrics you've tracked or reported on.
Showcase Analytical Skills: Demonstrate your analytical and critical-thinking abilities in your application. Provide examples of how you've used data insights to improve processes or performance in past roles.
Tailor Your Communication: Since the role requires effective communication with diverse teams, ensure your application reflects your proficiency in both verbal and written communication. Use clear and concise language, and consider including examples of successful collaborations.
How to prepare for a job interview at Markel International
✨Show Your Analytical Skills
Be prepared to discuss your analytical and critical-thinking skills. Share examples from your previous experiences where you successfully analyzed data or improved processes, as this role heavily relies on these abilities.
✨Familiarize Yourself with ServiceNow
Since the position involves using ServiceNow for IT Service Management, it’s beneficial to have a basic understanding of the platform. If you have prior experience, be ready to talk about how you used it in your previous roles.
✨Highlight Your Communication Skills
This role requires effective communication with both technical and non-technical stakeholders. Prepare to demonstrate your verbal and written communication skills through examples of past collaborations or presentations.
✨Discuss Your Customer Focus
Emphasize your customer-centric approach. Be ready to share instances where you prioritized customer needs and how that led to successful outcomes, as high levels of customer focus are crucial for this position.
