Principal Analyst, Enterprise/IT Service Management, IT Operations

Forrester

. Lead Forrester’s service management and IT operations research .

Posted 10/30/2026full-timeRemote • United StatesLead💰 $141,000 - $229,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in IT Service Management (ITSM) and ITIL principles, with a strong focus on advising senior management and C-level clients. Capable of producing thought leadership and guiding organizations through service management modernization and operational excellence.

Highest-signal resume keywords

ITSM ExpertiseITIL PrinciplesClient-Facing CommunicationService Management PracticesResearch and Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service ManagementITIL AdoptionIncident ManagementChange EnablementService Desk ManagementConfiguration ManagementEnterprise-Scale Service ManagementAnalytical SkillsWriting SkillsPresentation Skills

Soft Skills

Critical ThinkingCollaborationListening SkillsMentorshipIntegrity

Tools & Technologies

ITSM PlatformsESM PlatformsAutomation ToolsData Analysis ToolsVirtual Agents

Industry Keywords

Service DeliveryMarket AnalysisGovernanceOrganizational DesignEnterprise WorkflowsVendor BriefingsThought LeadershipClient EngagementBusiness DevelopmentObservability

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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