Principal Analyst, Enterprise/IT Service Management, IT Operations

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Oversee Forrester’s research focused on service management and IT operations.

• Create a unique research portfolio tailored for technology executives and operations leaders.

• Shape the future of service management in light of advancements in AI, automation, agentic systems, observability, and platform strategies that transform service delivery.

• Investigate the growth of service management beyond IT into enterprise workflows and shared services.

• Perform primary research through client interviews, surveys, vendor briefings, practitioner discussions, and market analysis.

• Generate fact-based insights and practical guidance for clients.

• Provide strategic advice to clients on ITSM/ESM strategy, maturity, ITIL adoption, operating models, governance, practice ownership, organizational design, and modernization sequencing.

• Assist clients with essential service management practices.

• Author around 12 thought-provoking reports annually, along with other intellectual assets such as tools, webinars, and videos.

• Enhance research visibility and contribute to Forrester client communities.

• Lead Forrester Waves and Landscape research in the ITSM/ESM platform sector.

• Engage with clients through inquiry, guidance, advisory, and consulting engagements.

• Speak at Forrester-sponsored and industry-related events, and host client webinars.

• Build a presence in the industry, develop relationships with journalists, participate in vendor briefings, and address press inquiries.

• Assist in business development and discussions with prospects.

• Promote collaboration across teams, mentorship, integrity, and positive initiatives.

⛳️ Requirements

• A minimum of 10 years of experience in a combination of director-level and above roles as a practitioner, consultant, or research analyst in technology.

• Capability to advise senior management and C-level clients effectively.

• Exceptional client-facing communication, listening, critical thinking, and collaboration abilities.

• Profound understanding of ITSM and ITIL principles.

• Hands-on experience in designing, enhancing, governing, or operating enterprise-scale service management systems.

• Strong proficiency 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.

• Familiarity with leading ITSM/ESM platforms and insights into market dynamics, vendor differentiation, implementation strategies, and adoption challenges.

• Knowledge of AI, automation, virtual agents, observability, and data's role in service management and IT operations.

• Ability to simplify complex concepts into clear, engaging ideas.

• Excellent analytical, writing, editing, and presentation skills.

• Willingness to travel 30% of the time or more.

🏝️ Benefits

• Bonus target of 15% for employees located in Washington State.

• Comprehensive benefits information available at https://forresterbenefits.com/.

• Access to tools, support, and pathways for career advancement.

• Reasonable accommodations provided throughout the recruitment process.