Principal Analyst, Enterprise/IT Service Management and IT Operations

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About This Role:

Forrester Research is seeking a Principal Analyst to lead research and advisory coverage of IT service management (ITSM), enterprise service management (ESM), IT operations management (ITOM) and the evolution of modern IT operations. This individual will help technology leaders modernize how they design, deliver, support, measure, and continuously improve technology services across the enterprise. The role requires a strong mix of strategic perspective, hands-on operational experience, market knowledge, and the ability to translate complex practices and technologies into clear, actionable advice for senior technology leaders.

The Principal Analyst will define a forward-looking research agenda spanning service management strategy, operating models, service desk modernization, incident and problem management, change enablement, service portfolio and catalog management, service-level management, experience and value measurement, and intelligent automation. The analyst may also contribute to adjacent AIOps coverage, particularly where observability, event intelligence, automation, and service management converge.

Job Description:

The Principal Analyst works as part of a high-performing team with a strong emphasis on collaborating with others in all aspects of the job. A Principal Analyst is expected to:

• Lead Forrester's service management and IT ops research, developing a differentiated portfolio that helps technology executives and operations leaders improve service quality, employee experience, operational efficiency, resilience, and business value. Contribute to research at the intersection of ITSM/ESM, IT operations management, observability, automation, and AIOps
• Define the future of service management as AI, automation, agentic systems, observability, and platform strategies reshape service delivery, support, and operations. Examine the expansion of service management beyond IT into enterprise workflows and shared services, including the governance, ownership, process, data, and adoption requirements for successful ESM programs.
• Conduct primary research through client interviews, surveys, vendor briefings, practitioner discussions, and market analysis. Turn that evidence into provocative, fact-based points of view and practical client guidance.
• Advise clients on ITSM/ESM strategy and maturity, ITIL adoption, operating models, governance, practice ownership, organizational design, and the sequencing of modernization efforts.
• Guide clients on core service management practices, including incident and major incident management, problem management, change enablement, request management, service desk operations, service portfolio and catalog management, service-level management, configuration management, and continual improvement.
• Create high quality, actionable, analytically deep and fact-based research content throughout the year; i.e., write ~12 thought leading reports on an agreed upon research agenda per year + additional IP (tools, webinars, videos, etc.) to support our clients.
• Build visibility for his/her research and contribute to Forrester client communities and beyond.
• Drive and lead key Forrester Waves and Landscape research in the ITSM/ESM platform market, including major vendors, emerging providers, ecosystem partners, implementation considerations, platform selection, consolidation, replacement, and value realization.
• Consult with clients to apply Forrester's research in the context of their specific business environment and help solve their problems through inquiry, guidance, and advisory and consulting engagements.
• Present at Forrester-sponsored and industry-related events and deliver client webinars.
• Establish an industry presence as an influential speaker and thinker; build relationships with journalists who cover the sector; participate in vendor briefings and field press inquiries as necessary.
• Support business development and prospect conversations as arranged by Forrester's account leadership teams.
• Fosters a leadership style that drives a culture of cross-team collaboration, mentorship, integrity and relentless and positive pursuits.

Job Requirements:

• At least 10 years of experience in a mix of roles as a director-level and above practitioner, consultant, or research analyst in technology.
• Demonstrated ability to serve as an advisor to senior management and C-level clients.
• Superior client-facing communication, listening, critical thinking, and collaboration skills with researchers, subject-matter experts, and client leaders.
• Deep knowledge of ITSM and ITIL principles, with practical experience designing, improving, governing, or operating service management capabilities at enterprise scale.
• Strong expertise in several core practices such as 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 a strong understanding of market dynamics, vendor differentiation, implementation approaches, and common adoption challenges.
• Understanding of how AI, automation, virtual agents, observability, and data are changing service management and IT operations.
• Ability to take complex, disparate ideas and distill them into simple, provocative concepts; willingness to take a stand on outcomes with clients, vendors, press, and competition.
• Superior analytical, writing, editing, and presentation skills.
• The ability to travel 30% of the time or more.

Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition, with the exception of New York City. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidate's primary work location, experience, training, education, and credentials.

Base salary range: $141,000 - $229,000

Base salary range for New York City, NY: $161,000 - $263,000

For employees based in Washington State, the percentage listed here is an estimated bonus target as a percentage of base salary,in accordance with the Forrester Employee Bonus plan. Individual and company performance, as well as other eligibility criteria, will determine the actual incentive amount.

Bonus target: 15%

For information on benefits, please visit: https://forresterbenefits.com/

The application deadline is December 31, 2026. Please refer to the job posting on Forrester.com careers page if the deadline has been extended.

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FLSA Status:

Here at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester's recruitment process. If you would like to discuss a reasonable accommodation, please reach out to accommodationrequest@forrester.com.

Forrester Research, Inc. is an Equal Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.

Forrester will consider all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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