IT & Technology - Decision Makers - ITSM/ESM Research

About the role

We're looking for IT and Tech Leaders with director-level or above experience in IT, Technology, IT Operations, or a related function to join our Expert Network as subject matter experts.

Responsibilities

• Answering Research Questions: share your expert perspective on topics such as internal ticketing workflows, employee service requests, IT policy, and IT operations processes.
• Scenario Review: apply your real-world experience to assess and respond to IT and service management scenarios, such as incident escalation, ticket triage, employee onboarding requests, and internal helpdesk workflows.
• Surveys & Interviews: participate in structured surveys or interviews where your domain expertise informs research into service management practices and IT operations.
• Product & Process Feedback: provide informed feedback on tools, workflows, and processes related to ITSM/ESM platforms in IT and operations contexts.
• Framework Input: contribute subject matter expertise to help research teams better understand how IT functions use and evaluate service management platforms.

Requirements

• Direct experience with ITSM or ESM platforms such as Jira Service Management, Freshservice, ServiceNow, Atomicwork, or Moveworks.
• Deep background in one or more areas such as IT Service Management, IT Operations, or Enterprise Service Management.
• Familiarity with HRIS platforms like Workday, SAP SuccessFactors, ADP, or Oracle HCM.
• Familiarity with Excel/Google Sheets for workforce analytics and Notion/Jira for asynchronous collaboration.

Qualifications

• Exceptional written communication skills and a high level of attention to detail when responding to questions on IT policy, compliance, or service management topics.

Benefits

• Competitive pay rates.
• Flexible hours.
• The ability to work from home.

Pay

TBD based on assessment and experience.

Schedule

TBD based on assessment and experience.