Enterprise ITSM Analytics Lead — Executive Dashboards

AFMIC American Family Mutual Insurance Company, S.I.; Madison (WI); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) and pension plan

Paid holidays and PTO

Job summary

AFMIC American Family Mutual Insurance Company, S.I. is seeking an ITSM Service Management Specialist to lead analytics for ITSM reporting and governance.

The role focuses on delivering executive dashboards, performance metrics, and data-driven insights using ServiceNow, Tableau, and GCP to enable leadership and operations teams. The position drives enterprise analytics strategy, collaborates with IT leaders, and supports CSI initiatives while operating in a hybrid work environment in Madison,

Qualifications

• Experience leading analytics strategy and roadmaps for ITSM.
• Experience developing executive dashboards.
• Ability to define KPIs, SLAs, and performance metrics.
• Strong collaboration with IT leaders and stakeholders.

Responsibilities

• Lead the enterprise ITSM Analytics strategy and roadmap.
• Develop executive and operational dashboards to measure service performance.
• Establish KPIs, SLAs, and performance metrics to drive service excellence.
• Deliver actionable insights that improve service quality, efficiency, and customer experience.
• Serve as SME for ServiceNow Reporting and Performance Analytics.
• Design and maintain dashboards, scorecards, and reporting frameworks.
• Partner with ITSM process owners to define and measure key service management metrics.
• Ensure reporting accuracy, consistency, and alignment with business requirements.
• Support ITSM governance, performance reporting, and service review processes.
• Identify trends, risks, and improvement opportunities through analytics.
• Drive Continual Service Improvement (CSI) initiatives and performance outcomes.

Skills

ITSM Analytics

Tableau

ServiceNow Reporting

GCP

Executive storytelling

Data Governance

Tools

ServiceNow

BigQuery

Job description

AFMIC American Family Mutual Insurance Company, S.I. is seeking an ITSM Service Management Specialist to lead analytics for ITSM reporting and governance.

The role focuses on delivering executive dashboards, performance metrics, and data-driven insights using ServiceNow, Tableau, and GCP to enable leadership and operations teams. The position drives enterprise analytics strategy, collaborates with IT leaders, and supports CSI initiatives while operating in a hybrid work environment in Madison,