Principal Analyst, Enterprise/IT Service Management and IT Operations

At Forrester, we’re trusted to work on trailblazing, mission critical problems that business and technology leaders face today. That’s why we’re always looking to empower talented individuals to perform at their best every single day. We’re proud of our community of smart people and vibrant voices who come together to do what’s right by our clients and each other. Our success is driven by curiosity, courage and customer obsession. The confidence and drive to be bold at work. Join us and build an extraordinary future. About This Role: Forrester Research is seeking a Principal Analyst to lead research and advisory coverage of IT service management (ITSM), enterprise service management (ESM), IT operations management (ITOM) and the evolution of modern IT operations. This individual will help technology leaders modernize how they design, deliver, support, measure, and continuously improve technology services across the enterprise. The role requires a strong mix of strategic perspective, hands-on operational experience, market knowledge, and the ability to translate complex practices and technologies into clear, actionable advice for senior technology leaders. The Principal Analyst will define a forward-looking research agenda spanning service management strategy, operating models, service desk modernization, incident and problem management, change enablement, service portfolio and catalog management, service-level management, experience and value measurement, and intelligent auto