JD-Gartner-Service Operations (Client Retention)

Position: Business Analyst (GTP Service Advisor)
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:
1. Strategizing, executing and delivering against service group’s performance expectations
2. Communicating and presenting analytical insights to internal stakeholders and to senior
management
3. Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives
to service delivery associates’ manual work streams
4. 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 (up to 10)
 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.
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 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 2 years of management experience – post graduation in management and business
administration (MBA from Tier I institutes)
 Minimum 2 years of overall experience working in product development, analytics, business excellence
and operations role
 Exposure and understanding of lean six sigma; experience in calendaring technologies would be a big plus
 Software or email marketing (Oracle Eloqua, StrongView) tools experience a plus.
 Marketing analytics (customer segmentation basis behaviors) and campaign management
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
***************Guidance to HR******************
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)

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Position: Business Analyst (GTP Service Advisor)

Your responsibilities would include:

Ideal candidates will possess one or more of the following:

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