Principal Analyst, Enterprise/IT Service Management, IT Operations

🕒 Outubro 30

🏄 California, Connecticut, +7 estados a mais – Remoto

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote ☕ Washington – Remote

💵 $141.000 - $229.000 / ano

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

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Forrester

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💼 Consultoria

📣 Marketing

🏢 Corporativo

Consulting • Marketing • Enterprise

A Forrester é uma empresa global de pesquisa e consultoria que oferece pesquisa por assinatura, consultoria e eventos para ajudar executivos e organizações a tomarem decisões estratégicas em tecnologia, marketing e experiência do cliente. Ela produz pesquisas proprietárias (incluindo The Forrester Wave™), pesquisas em larga escala, serviços de consultoria personalizados e ferramentas como Forrester Decisions e Forrester AI para incorporar insights nos fluxos de trabalho dos clientes. A Forrester atende clientes empresariais de diversos setores e fornece suporte em estratégia, benchmarking e execução para líderes de tecnologia, marketing e experiência do cliente.

Descrição

• Lead Forrester’s service management and IT operations research • Develop a differentiated research portfolio for technology executives and operations leaders • Define the future of service management as AI, automation, agentic systems, observability, and platform strategies reshape service delivery • Examine the expansion of service management beyond IT into enterprise workflows and shared services • Conduct primary research through client interviews, surveys, vendor briefings, practitioner discussions, and market analysis • Produce fact-based points of view and practical client guidance • Advise clients on ITSM/ESM strategy, maturity, ITIL adoption, operating models, governance, practice ownership, organizational design, and modernization sequencing • Guide clients on core service management practices • Write approximately 12 thought-leading reports per year plus additional intellectual property such as tools, webinars, and videos • Build visibility for research and contribute to Forrester client communities • Lead Forrester Waves and Landscape research in the ITSM/ESM platform market • Consult with clients through inquiry, guidance, advisory, and consulting engagements • Present at Forrester-sponsored and industry-related events and deliver client webinars • Establish an industry presence, build journalist relationships, participate in vendor briefings, and respond to press inquiries • Support business development and prospect conversations • Foster cross-team collaboration, mentorship, integrity, and positive pursuits

🎯 Requisitos

• At least 10 years of experience in a mix of director-level-and-above practitioner, consultant, or research analyst roles in technology • Ability to advise senior management and C-level clients • Superior client-facing communication, listening, critical thinking, and collaboration skills • Deep knowledge of ITSM and ITIL principles • Practical experience designing, improving, governing, or operating enterprise-scale service management capabilities • Strong expertise in several core service management practices, including incident and major incident management, problem management, change enablement, request management, service desk, service catalog and portfolio management, service-level management, configuration management, or continual improvement • Experience with major ITSM/ESM platforms and understanding of market dynamics, vendor differentiation, implementation approaches, and adoption challenges • Understanding of AI, automation, virtual agents, observability, and data in service management and IT operations • Ability to distill complex ideas into simple, provocative concepts • Superior analytical, writing, editing, and presentation skills • Ability to travel 30% of the time or more

🏖️ Benefícios

• Bonus target of 15% for employees based in Washington State • Benefits information provided at https://forresterbenefits.com/ • Tools, support, and runway for career development • Reasonable accommodation available during the recruitment process

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