Enterprise ITSM Analytics Lead

American Family Insurance; Boston (MA); Hybrid; USD 113,000 - 153,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) contribution

Pension plan

Annual incentive

9 paid holidays

23 days paid time off

Job summary

American Family Insurance seeks a Lead Technology Services Specialist to own ITSM data, analytics, dashboards, and governance. You will lead cross-functional reporting and executive insights, partnering with IT leaders and stakeholders to drive data-driven decisions.

The role leverages ServiceNow, Tableau, and GCP to design dashboards, standardize KPIs, and enable continual service improvement across the organization.

Responsibilities

• Lead the enterprise ITSM Data & Analytics program and roadmap.
• Design, develop, and maintain executive, operational, and service-level dashboards.
• Establish standardized KPIs, SLAs, SLOs, and performance measurement frameworks.
• Deliver actionable insights that improve service quality and efficiency.
• Develop reporting standards, governance processes, and documentation.

Tools

ServiceNow

Tableau

Google Cloud Platform (GCP)

BigQuery

Job description

American Family Insurance seeks a Lead Technology Services Specialist to own ITSM data, analytics, dashboards, and governance. You will lead cross-functional reporting and executive insights, partnering with IT leaders and stakeholders to drive data-driven decisions.

The role leverages ServiceNow, Tableau, and GCP to design dashboards, standardize KPIs, and enable continual service improvement across the organization.