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Senior Services Business Analyst - Service Advisor

Gurgaon, India
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Job Description:


What makes Gartner a GREAT fit for you? When you join Gartner, you’ll be part of a fast-growing team that helps the world become smarter and more connected. We’re the world’s leading research and advisory company, achieving consistent double-digit growth by steering clients toward the right decisions with business and technology insights they can’t find anywhere else. Our associates enjoy a collaborative work environment, exceptional training and career development — as well as unlimited growth opportunities. If you like working with a curious, supportive, high-performing team, Gartner is the place for you.

The Product and Services team in Gartner, India is currently seeking highly talented, service oriented individuals to join its Service Advisors’ team in India.  As a member of this team you will have the opportunity to work directly with Gartner’s service delivery group and their leaders with the central goal of improving end user retention, driving productivity of the service associates, and to enable process efficiency in the way the service team delivers value to the clients.

Your responsibilities would include:

  • Drive retention and growth by empowering service delivery groups in some of the several initiatives as required:

    Strategizing, executing and delivering against service group’s performance expectations

    Communicating and presenting analytical insights to internal stakeholders and to 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

  • Identify opportunities to improve scheduling through automation
  • Look through client information available centrally and segment clients by prioritization rules that might affect the scheduling efforts
  • Innovate through analytical methods ways to improve productivity of service associates (scheduling and other initiatives)
  • Be accountable for value calls made to clients and retention rate targets for clients across a specific group of service associates
  • Identify opportunities to improve productivity through automation and collaborate with Data Science teams to continuously seek and learn new ways to solve problems
  • Be accountable for program completion rate and retention rate targets for client programs.
  • Continuously innovate by deriving insights, keeping client-focus in mind in order to improve existing process, tools and retention
  • Team with your manager to guide and mentor junior members of the team to drive insights, ideate, and deliver high impact
  • Be able to identify opportunities and initiatives to problem solve, lead those initiatives to completion, and train junior members and peers to continue the evolution of the same.

Required skills:

  • Training in disciplines and programs with a strong business, IT, and analytics affiliation
  • Exceptional record of academic achievements; coursework in business analytics, advanced analytics, and business reporting would be preferred
  • Advanced proficiency MS Excel (VBA) and Power Point. Knowledge of R or Python would be a plus
  • Original/creative thinking and superior problem solving abilities
  • Ability to work independently and as part of a team
  • Detail-oriented and strong commitment to high quality results to serve needs of Gartner clients, internal partners/stakeholders and service delivery teams
  • Self-motivated/self-starter approach to projects
  • Passion for understanding the customer needs and delivering an exceptional customer experience.
  • Strong influence skills and ability to build effective partnerships with services groups within Gartner.

Attributes

  • Ability to derive insights based on quantitative or qualitative analysis and synthesize recommendations to business.
  • Self-starter with an extreme sense of urgency and motivation to drive business initiatives beyond the assigned tasks
  • Knowledge seeker with passion and curiosity for information technology and how it is used in businesses around the world
  • Candidate should have top-notch communication and written skills and should be able to present confidently to stakeholders time to time.
  • Great team players that can collaborate across teams to innovate and execute initiatives
  • Must have experience creating and making PowerPoint presentations
  • Exposure to a global work environment a plus
  • Detail-oriented with high personal standard for quality

Ideal candidates will possess one or more of the following:

  • Minimum 3 years of management experience – post graduation in management and business administration (MBA from Tier I institutes)
  • Minimum 2-3 years of overall experience working in product development, analytics, business excellence and operations role
  • Exposure and understanding of lean six sigma and process optimization techniques
  • Exposure at, and experience in Calendaring software or call scheduling technology is a big plus
  • Marketing analytics (customer segmentation basis behaviors) and campaign management
  • Software or email marketing (Oracle Eloqua, StrongView) tools experience a plus.

Attributes

  • Ability to derive insights based on quantitative or qualitative analysis and synthesize recommendations to business.
  • Self-starter with an extreme sense of urgency and motivation to drive business initiatives beyond the assigned tasks
  • Knowledge seeker with passion and curiosity for information technology and how it is used in businesses around the world
  • Candidate should have top-notch communication and written skills and should be able to present confidently to stakeholders time to time.
  • Great team players that can collaborate across teams to innovate and execute initiatives
  • Must have experience creating and making PowerPoint presentations
  • Exposure to a global work environment a plus
  • Detail-oriented with high personal standard for quality

Desired Profile

Education

  • Prefer Masters from top B-schools/other top schools - Tier 1 schools only; priority to IIMs, MDI, SP Jain, IIFT, MICA
  • Bachelors: Engineering grads – IITs or NITs or regional engineering colleges (top 10% of AICTE), Economics or business administration and business sciences from Top DU colleges. If undergrads, then look for 2+ years of experience in marketing or software.

Work Experience

  • Must have at least 2 years of work experience in a top IT related company; management consulting and e-commerce companies
  • 1-2+ years of work experience in a strong analytical role that required working on data science projects a plus.
  • 3-5 years in a business role in an IT or consulting or analytical company a plus
  • Specific work experience related to focus on research and building business recommendations a plus
  • Hands-on experience with digital marketing suites, IT automation, client-facing consulting a plus, and marketing analytics (customer segmentation)

Job Requisition ID:30764

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