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Senior Problem Manager (Open to Remote Location)

Company: Markel Corporation
Location: Scottsdale
Posted on: June 8, 2021

Job Description:

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 Senior IT Operations Analyst (Service Management) will focus on implementation, management and continuous improvement of processes to ensure appropriately controlled and documented IT environments. The scope of this role includes focus on continuous improvement of configuration, incident, problem, change and service level management activities.

Job Responsibilities

  • Acts as primary lead for one or more ITIL processes (Incident, Problem, Change), providing day to day guidance to other Operations Analysts related to the process.
  • Management of High Priority Major Incidents within complex environments; engaging, focusing and driving internal and external resolver teams to efficiently restore service and communicating during Major Incidents to stakeholders across the company.
  • For High Risk Changes, performs impact and risk analysis to ensure the risks/impacts to customers and services are thoroughly understood and to ensure that appropriate actions have been planned to minimize both the risk of failure and the impact on customers.
  • Leads problem management lifecycle, including assembling the relevant stakeholders, establishing the root cause, and ensuring senior IT leadership is apprised of progress and recommendations for closure.
  • Proactively monitors and reviews Incident tickets to identify patterns and in partnership with the Service Owner create problem records to be researched.
  • Provides training and guidance on all ITIL and ITSM processes used within Markel.
  • Performs detailed analysis of process compliance across all of IT and works to continually improve the maturity and adoption of ITIL and ITSM processes within Markel.
  • Monitors and reports on Service Levels across all relevant processes and presents findings and recommendations to Sr IT Leadership.


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


  • 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

  • 5+ years of overall service management experience
  • 3+ years leading one or more service management process domains (e.g. Incident, Problem, Change, etc.)
  • Insurance industry background preferred

Skill Sets

  • Able to develop and convey a point of view in plain language based on audience
  • Experience building relationships and are 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
  • Excellent written and oral communication skills
  • Strong organization and time management skills
  • Experience leading organizational change
  • Strong analytical and problem-solving skills, including the ability to grasp and apply new information quickly
  • Strong project management sills
  • Prior experience using ServiceNow ITSM tool preferred
  • Ability to motivate/guide a team but still work effectively as an individual contributor
  • Shows flexibility and attention to details
  • Strong desire for continuous improvement
  • Ability to handle ever increasing responsibility and assignments with growing complexity
  • Shows initiative on assignments, and professionally executes projects with little direction
  • Ability to be creative and innovative

Please note: Markel has a phased approach for re-entry into our buildings that is designed to balance the ongoing health, safety, and well-being of our employees with operational considerations and regulatory/ governmental requirements and recommendations. Remote working is still the preferred method of working for most positions at this time. Effective 6/1/21 we will implement a return to work strategy that allows for three days in the office every other week. We will update with further developments.

"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.

Keywords: Markel Corporation, Scottsdale , Senior Problem Manager (Open to Remote Location), Other , Scottsdale, Arizona

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