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Director Analyst, IT Service Management

  • Remote - United Kingdom / Remote - Germany / Remote - Norway / Remote - Ireland / Remote - Denmark / Remote - Finland / Remote - Spain / Remote - Portugal / Remote - Poland / Remote - Italy
  • Research & Advisory


Gartner Analysts are industry thought leaders who create must-have research, market predictions and best practices for a broad range of world-leading organizations. Gartner Analysts possess a keen eye for identifying gaps, problems and solutions within the market they serve. They use their knowledge to help clients make better decisions, solve complex issues and execute new practices that propel clients’ businesses toward key objectives. Our Analysts publish these insights as pragmatic and/or provocative research. Additionally, they reinforce Gartner’s value every day by engaging clients via in-person and virtual meetings, sales support visits, Gartner conferences and industry events.

The successful candidate for this position will be an expert in CMDB and change management. Additional knowledge of asset management, release and deployment management, availability management, capacity and performance management, and knowledge of enterprise monitoring will be a plus. The candidate should have ITIL framework experience.  Strong knowledge and experience with ServiceNow is required. 

The ideal candidate will also have knowledge of one or more of the following: Atlassian, BMC Helix, Freshworks, Ivanti, SysAid, ManageEngine, and/or Micro Focus. Other experience in process engineering/modeling, Lean Six Sigma, and Enterprise Architecture is a plus.

What You Will Do:

  • Research, write, and publish analysis, aimed at a technical audience, on a regular cadence both individually and collaboratively

  • Provide insights to clients through 1:1 interaction, workshops, virtual presentations, and in-person stage presentations

  • Provide professional representation of Gartner’s brand, research, insights, and analysis to technical teams in Gartner’s client base

  • Actively shape the direction of Gartner research by participating in research communities and providing peer review

  • Apply personal experience and technical expertise to an array of clients, situations, and industries

  • Communicate complex concepts concisely and with authority

  • Partner with sales and service delivery partners to increase growth, retention, and engagement

What You Will Need:

  • At least 5 years of experience in IT Service Management

  • Experience with CMDBs, change management, and ServiceNow

  • Ideally more than 10 years + of experience in an enterprise IT environment

  • Exceptional communication skills, including the ability to explain concepts, vendor evaluations, and monitoring strategies to a technical audience

  • Experience working with technical architecture and implementation teams

  • Excellent writing ability; must be able to create detailed but easy-to-understand written research on a variety of monitoring topics

  • Robust public speaking, presentation creation and delivery

What you will get:

  • Competitive salary, generous paid time off policy, charity match program, Medical, Dental & Vision Plans, Parental Leave, Employee Assistance Program (EAP), Employee Stock Purchase Plan, and more!

  • Collaborative, team-oriented culture that embraces diversity

  • Professional development and unlimited growth opportunities



Who are we?

Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s most critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a variety of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to .

Job Requisition ID:68211

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