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Director Analyst, IT Service Management For AI Applications (Remote Canada)


Gartner Analysts are industry thought leaders who create must-have research, market predictions and best practices for a broad range of world-leading organizations. A Director Analyst serves as a leader within Gartner’s Research and Advisory sector, establishing oneself as a credible voice within their designated market at local, regional, and global levels. Utilizing exceptional research and analytical skills, a Director plays a significant role in producing pragmatic and provocative research which Gartner clients consume and apply to propel their business toward key objectives. They are a trusted source of advice for clients, reinforcing Gartner’s value every day by engaging them via in-person meetings, virtual meetings, sales support visits and Gartner conferences to discuss complex client challenges and offer appropriate recommendations.

In your role as the Director Analyst for IT Service Management , you will be primarily responsible for leading and advising Gartner clients by researching the management and delivery of internal IT services in modern operations teams that increasingly rely on hybrid environments. You will be responsible for creating and delivering both strategic and tactical advice and ITSM research content, including the adoption of automation and AI-based tools and technologies which guides enterprise IT leaders on critical technologies through written research reports, presentations, teleconferences, and client interactions.

What you will do:

  • Conduct research and analysis in modern ITSM practices, modern service delivery, the intersection of service and IT operations management, the use of AI-based tools and technologies to drive automation of ITSM practices, the role of platform engineering, product teams and agile practices on IT service delivery. 

  • Write high quality, clear, actionable, advisory research documents. 

  • Provide clients and prospects with actionable advice aligned to their designated content area primarily via virtual interactions.

  • Stay up to date (via collaboration, research, vendor briefings, etc) on developments and issues within specified research topic areas and applicable adjacent topic areas, such as the emergence of AI-based technologies and tools for the use in case management, incident management and resolution of IT outages in highly complex, hybrid and ephemeral IT environments.

  • Create innovative, thought provoking, and highly leveraged “must-have research” content.

  • Develop new research and ideas through thought leadership and offer compelling, actionable approaches to client's needs and requests that accelerate the client's ability to act.

  • Develop in-depth analysis to identify the root cause of a client’s barriers or overall needs and reframe thinking to drive strategy forward.

  • Research, analyze and predict market trends and shifts to provide clients with actionable insights.

  • Create and deliver high value presentation materials for Gartner events and client briefings.

  • Proactively work with the wider sales organization and deliver outstanding sales support to retain and grow the business. 

  • Provide high quality and timely research content peer review.

  • Build credibility as an industry expert to represent Gartner research, methodology and strategy.

  • Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in the research community.

  • Identify research process improvements or develop new processes that help the team and Research & Advisory provide excellent service delivery.

  • Be a mentor and a coach by supporting more junior team members.

  • Be client-centric while actively seeking to help clients engage regularly and often with Gartner research and interactions.

What you will need:

  • Examples of proactive learning and pursuit of knowledge beyond current areas of expertise.

  • Willingness and the capability to constructively challenge client thinking and assumptions.

  • Bachelor's degree or equivalent experience and 10+ years of experience in a related field or an equivalent combination of education and experience.

  • Experience as an IT leader, Vendor, or consultant with the following disciplines: 

    • ITSM

    • Internal customer experience

    • IT operations, service management, data and analytics, with a focus on analyzing, interpreting and managing IT operations with high data cardinality

    • DevOps, Product Teams, Platform Engineering and other modern operations experience

  • Willingness and ability to travel up to 25% (where applicable).



Who are we?

At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises 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 diversity 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:84152

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