ServiceXRG Employment

Research Analyst

ServiceXRG (Service Excellence Research Group) specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations. We offer a comprehensive perspective of the service industry to our clients by collecting, analyzing and presenting high-quality industry data, analysis, benchmarks and best practices.

The Opportunity

This is a fantastic growth opportunity for an experienced research analyst who possesses a high degree of professionalism, adheres to the highest standards of excellence, and is capable of interfacing with and eliciting acceptance as an expert “guru” from senior level executives. The individual selected for this role knows how to design and conduct primary research initiatives coupled with an exceptional ability to analyze data and produce significant conclusions which provide new insights to help clients solve challenging service business issues.

Summary of Position

Prepare research deliverables (written research reports, articles, presentations, podcasts, etc.) in accordance with a schedule. Maintain close relationships with clients and respond spontaneously to inquiry requests.

Specific Responsibilities

Define and conduct ongoing research and analysis either in a specific or multiple areas of expertise.
Perform research by reading, networking with clients and vendors, evaluating and analyzing information and developing studies.
Analyze findings, extrapolate, build and apply conceptual models, recognize patterns and draw conclusions from partial data.
Create reports, articles and whitepapers on relevant issues.
Ensure integrity of research and analysis.
Create materials for and deliver face-to-face and teleconferenced presentations to clients.
Maintain client relationships; identify new opportunities for existing and prospective clients.
Provide individualized consulting for clients and respond to client inquires.

Required Skills

10 or more years experience in IT service or support management position.
Knowledge of IT service industry trends and technologies.
Significant applicable experience with IT service operations, service program development, etc.
Bachelor's degree in related field; Masters preferred.
Superior analytical and quantitative skills.
Proven capacity to creatively problem-solve.
Outstanding communication (both written and verbal) and presentation skills.
Demonstrated ability to explain complex concepts concisely and simply.
Excellent organizational and time management abilities.
Experience in developing and leading successful client relationships.
Ability to thrive in a small entrepreneurial team environment.
A self starter with a “job ownership” attitude.
Notable proficiency with all Microsoft Office applications and SPSS.