Service Business Analyst null

Your role

The Global S&O arm of Gartner is currently seeking talented people to join its Strategy & Operations team in India.  As a member of this team, you will drive client engagement and service productivity programs across Gartner. You will work towards driving an integrated approach across Gartner’s key functions – Business units under Global Service & Delivery (GS&D), Sales, R&A and Products and their leaders with the central goal of improving client retention through high-value engagement mechanisms. You will also get an opportunity to work on some of the high-impacting strategic projects to drive key organizational goals, and operational & economic productivity of the overall operations and service associates.

What you will do

This stint involves driving some of the high business impacting strategic initiatives which aim to drive key business priorities of GS&O with an ultimate focus towards client engagement and retention. You will drive efficiency and productivity across the client value chain through key functions of the services operations team – Client insights, Service Advisors and Events CoE. The ultimate goal will be to drive client engagement and retention by actively working with the Service Delivery Teams across geographies. You will also help in crafting high-impact outreach campaigns, content review, Mission critical priority (MCP)/ Client Initiative (CI) led value delivery campaigns, securing valuable client feedback through surveys and coming up with insights and recommendations for course correction.

Core operations

• Drive client retention and engagement by collaborating with and empowering Global service delivery groups across the client retention life cycle.
• Own and accountable for a large portfolio of clients across various key initiatives of the Service Operations function. Partner and enable services teams on this portfolio to drive seamless value delivery to clients.
• Partner with services teams to identify clients’ C-level priorities by analyzing multiple data sources and synthesizing them to identify the most impactful client priorities.
• Drive Events CoE to increase client registrations, engagement and other operational metrics leading to higher client retention for the organization.
• Conceptualize, design and implement initiatives that have a direct impact on KPIs.
• Work on content review for client marketing campaigns, developing valuable suggestions for client marketing assets.
• Drive operational excellence – incremental improvement of the overall operational engine – reduced process steps and complexity by developing intuitive and simpler process designs/interfaces and automating them.
• Implement best practices/tested solutions across Service Delivery Associates to maximize the effectiveness of key levers.
• Analyzing lagging/leading business KPIs across all stages of the client value chain in order to generate actionable insights, develop implementation plans and ensure execution of all changes.
• Continuously improve the quality of processes & deliverables by establishing a regular process check and measurement mechanism.

Iterate and evolve to increase business impact

• Push self to innovate on productivity and efficiency drivers. Implement those innovations end to end based on ROI impact and measure the success.
• Build and drive stakeholders to implement strategic initiatives to drive R&P and client engagement – process improvement ideas, A/B testing and leveraging various sources of information to make it useful for continuous improvement.
• Work on process analytics to analyze client responses, coming up with actionable insights to improve process governance.
• Drive structured problem-solving on various projects as needed. Provide guidance on data-driven hypothesis testing and scale-up approaches. Influence decision-making on the next big bet.
• Discover innovative levers/best practices (esp. Focusing on the right MCPs/KIs of clients) within Gartner or outside aiming to boost the effectiveness of outreaches – higher R&Ps, usage, and retention.
• Continue to evolve on the funnelling approach of outreach mechanism by leveraging client’s footprints and persona.
• Provide active support as and when needed during the development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently.

Continuous process optimization

• Identify process improvement opportunities and apply LEAN principles to boost the efficiency and productivity of processes & people.
• Keeping in mind the ‘One Gartner’ approach to serve clients, integrate and standardize all possible elements of the process. Also, aim for the economy of scale by integrating all process touch points (Sales, onboarding, servicing, client surveys) of the client’s journey in order to map the client behavior better to deliver client value.
• Conduct time & motion diagnostics to explore opportunities for process redesign. Establish process excellence to operate in a Lean way including maximization of automation for all tasks and processes.
• Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs.

Collaboration and stakeholder management

• Own stakeholder management, and relationship building with team members and with cross-functional units. Ensure the right communication and positioning of the vision and priorities to team members.
• Communicating and presenting analytical insights to internal stakeholders and senior management.
• Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives to service delivery associates’ manual work streams.
• Delivering strong support to the stakeholders with a no-limits mindset to do everything to increase retention.
• Drive problem-solving via storyboarding and driving discussions in various forums.
• Actively Improve collaboration and close coordination with global teams across time zones.

About you

What you’ll need

• MBA with 0-4 years of work experience.
• Strong leadership skills to build capability within the team and collaborate with other team leads to ensure the larger goals are met.
• Good command of knowledge related to Information technology, product development and its application to business.
• Knowledge/experience in analytical problem solving, analytical tools.
• Exposure and understanding of Lean Six Sigma, lean diagnostics, T&M and other process improvement techniques would be a big plus.
• Developing professionals with strong business acumen, and problem-solving leadership (qualitative & quantitative).
• High on champion mindset and a quick learner.
• Strong orientation towards operational and business excellence
• Strong communication and collaboration skills.
• Innovative mindset and inclination to solve business problems.
• Analytical thinker with experience deriving business insights from data analytics.
• Detail-oriented with high personal standards for quality.
• Comfortable in working with cross-functional teams.
• Skillful in managing expectations of varying stakeholders (internal & external).

Benefits

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers. 

In their hybrid work environment, they provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

What you'll get

• Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more!
• Collaborative, team-oriented culture that embraces diversity.
• Professional development and unlimited growth opportunities.

Training & development

Gartner invests in employee development through e-learning resources and ongoing training opportunities. Employees can build professional connections with colleagues, balancing virtual work with in-person interactions in a dynamic and engaging community. This approach fosters continuous growth and a supportive work environment.

To know more, watch this video:

Career progression

They provide endless opportunities for career progression, driven by individual passion and performance, allowing employees to advance and prepare for future roles. Gartner's environment supports continuous development, offering the flexibility needed to thrive and reach one's full potential.

Sources

The following sources were used in researching this page:

• jobs.gartner.com/why-gartner/
• jobs.gartner.com/
• youtube.com