Technical Support Specialist

What makes Gartner Consulting a GREAT fit for you?

A career at Gartner Consulting will be unlike any other you have experienced. Not only are we passionate about technology and its applications, but we are also committed to attracting the most creative, talented, and self-driven people to take our well-regarded Consulting function to a whole new level. When you join Gartner, you will be a part of some of the most innovative business and technology efforts in the marketplace today. We are technology thought leaders for the 21st century. You can expect to connect technology innovations to strategic requirements of an organization and to the commercial needs of a business, all within the context of a changing digital economy. Consulting associates enjoy a collaborative work environment, exceptional training, and career development opportunities. If you thrive on solving complex business challenges with technology, Gartner Consulting is the place for you.

About this role:

This is a role which will be focused on supporting Consulting’s growing software application footprint. This role is responsible for the maintenance, support, and operations of Gartner Consulting software applications.  The Technical Support Specialist is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various system users and providing root cause analysis with recommendations for improvements. He or she will also be accountable for performing daily, weekly, monthly, quarterly, and yearly operational tasks required to support the ongoing functionality of the software applications.

What you’ll do:

A core component of Consulting’s strategic direction is to drive operational effectiveness and scale the business using technology and process.  This role will be responsible for ensuring all system and process issues that are creating roadblocks for consultants are resolved in a timely fashion.  The role is expected to do the following:

• Research, recommend, configure, and administer software configuration changes
• Perform routine operational tasks (i.e. Configuration changes, data entry, produce reports, etc.)
• Work with the various business departments to understand their needs for the software and any issues they are experiencing
• The root cause is to work with the IT organization to have application issues fixed in both short term and
• long term
• Troubleshoot errors and application issues via the testing environment
• Responsible for the creation of software operations and support related documentation
• Understand the administration and user side functionality within the supported
• software applications
• Research and develop process improvements as part of continuous improvement

What you’ll need :

• 4 Year University/Undergraduate Degree Preferred
• 2+ years supporting software applications
• CRM and/or Professional Services Automation (PSA) software knowledge and experience is a strong asset
• Be able to liaise and interact with field consultants globally, the global Operations Team, and our IT partners to gather information, identify solutions, test, and communicate resolutions.
• Applies the identified job knowledge requirements for the role to make disciplined decisions in a timely fashion
• Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure
• Diligent attention to detail is essential due to the nature work
• Works under pressure, is able to multi-task and manage competing priorities
• Sound ethics and confidentiality with good customer service skills
• Thorough analysis, judgment and problem solving skills
• Excellent English written and verbal communication skills
• Ability to combine data entry priorities with the need to support ad-hoc tasks
• Successfully develop good relationships with the field and become a trusted support function
• Ability to work in a highly matrixed environment

Who you are:

• Strong communicator (verbal and written)
• Exceptional attention to detail, capable of delivering error-free content
• Big picture thinker
• Independent and thought partner

What Gartner Consulting will offer you?

• A world-class consulting environment
• The opportunity to work on cutting edge IT strategy engagements with a tier-one client portfolio
• A competitive salary
• Structured bonus based on individual and corporate performance
• Opportunities for promotion with a clearly defined career development structure
• Opportunity to participate actively in the development and future of Gartner Consulting
• A dynamic but relaxed and supportive working environment that encourages personal development

Who are we?

Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s most critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a variety of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to  [email protected] .

Job Requisition ID:63375

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