Services Business Analyst Job in Gurgaon at Gartner

Gartner is hiring for the role of Services Business Analyst!

Responsibilities of the Candidate:

• Drive client retention and engagement by collaborating with and empowering Global service delivery groups across the client retention life cycle
• Own and accountable for a large portfolio of clients across various key initiatives of Service Operations function. Partner and enable services teams on this portfolio to drive seamless value delivery to clients.
• Partner with services teams to identify clients’ C level priorities by analyzing multiple data sources and synthesizing them to identify the most impactful client priorities
• Drive Events CoE to increase client registrations, engagement and other operational metrics leading to higher client retention for the organization 
• Conceptualize, design and implement initiatives that have a direct impact on KPIs
• Work on content review for client marketing campaigns, developing valuable suggestions for client marketing assets
• Drive operational excellence – incremental improvement of an overall operational engine – reduced process steps and complexity by developing intuitive and simpler process design/interfaces and automate it.
• Implement best practices/tested solutions across Service Delivery Associates to maximize effectiveness of key levers
• Push self to innovate on productivity and efficiency drivers. Implement those innovation end to end based on ROI impact and measure the success.
• Build and drive stakeholders to implement strategic initiatives to drive R&P and client engagement – process improvement ideas, A/B testing and leveraging various sources of information to make it useful for continuous improvement
• Work on process analytics to analyze client responses, coming up with actionable insights to improve process governance
• Drive structured problem solving on various projects as needed. Provide guidance on data driven hypothesis testing and scale up approaches. Influence decision making on next big bet.
• Discover innovative levers/best practices (escp. Focusing on right MCPs/KIs of client) within Gartner or outside aiming to boost effectiveness of outreaches – higher R&Ps, usage, retention
• Continue to evolve on funneling approach of outreach mechanism by leveraging client’s footprints and persona
• Provide active support as and when needed during development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently.
• Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people
• Keeping in mind ‘One Gartner’ approach to serve clients, integrate and standardize all possible elements of the process. Also, aim for economy of scale by integrating all process touch points (Sales, onboarding, servicing, client surveys) of client’s journey in order to map the client behavior better to deliver client value.
• Conduct time & motion diagnostics to explore opportunities of process redesign. Establish process excellence to operate in a Lean way including maximization of automation for all tasks and process
• Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs

Requirements:

• MBA with 0-4 years of work experience
• Strong leadership skills to build capability within the team and collaborate with other team leads to ensure the larger goals are met
• Good command of knowledge related to Information technology, product development and its application to business
• Knowledge/experience on analytical problem solving, analytical tools
• Exposure and understanding of Lean Six Sigma, lean diagnostics, T&M and other process improvement techniques would be a big plus
• Developing professionals with strong business acumen, problem solving leadership (qualitative & quantitative).
• High on champion mindset and a quick learner
• Strong orientation towards operational and business excellence
• Strong communication and collaboration skills
• Innovative mindset and inclination to solve business problems
• Analytical thinker with experience deriving business insights from data analytics
• Detail-oriented with high personal standard for quality
• Comfortable in working with cross-functional teams
• Skillful in managing expectations of varying stakeholders (internal & external)