Principal Analyst, Enterprise/IT Service Management, IT Operations

🔥 14 hours ago

🏄 California, Connecticut, +7 more states – Remote

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

💵 $141k - $229k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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👻 Ghost score 0%

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Forrester

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

🏢 Enterprise

Consulting • Marketing • Enterprise

Forrester is a global research and advisory firm that provides subscription research, consulting, and events to help executives and organizations make strategic technology, marketing, and customer-experience decisions. It produces proprietary research (including The Forrester Wave™), large-scale surveys, tailored advisory services, and tools like Forrester Decisions and Forrester AI to embed insights into client workflows. Forrester serves enterprise clients across industries and delivers strategy, benchmarking, and execution support to technology, marketing, and customer-experience leaders.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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