Enterprise ITSM Analytics Leader | ServiceNow + Tableau

American Family Insurance Agency Staff

Saint Joseph (MO)

Hybrid

USD 99,000 - 167,000

Full time

4 days ago

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Benefits offered by this job

Relocation support

Hybrid work model

Comprehensive benefits

Job summary

American Family Insurance is seeking an ITSM Analytics & Reporting Leader to own the strategy, development, and continuous improvement of ITSM reporting, dashboards, and analytics across Technology Services. The role uses ServiceNow, Tableau, and GCP to transform data into actionable insights for leadership, service owners, and operations.

In this hybrid role, you will lead the ITSM analytics roadmap, develop executive dashboards, establish KPIs and SLAs, and partner with data engineering to

Qualifications

Experience designing enterprise dashboards for leadership.
Ability to translate complex metrics into clear business insights.
Strong collaboration with cross-functional teams to define metrics and reporting needs.

Responsibilities

Lead the enterprise ITSM Analytics strategy and roadmap.
Develop executive dashboards to measure service performance.
Define KPIs, SLAs, and performance metrics.
Partner with ITSM process owners to ensure reporting accuracy and alignment with business requirements.
Drive continual service improvement through analytics.

Skills

Tableau

Executive storytelling

Data analytics

KPI tracking

Tools

ServiceNow

BigQuery

Google Cloud Platform

Tableau

Job description

In this hybrid role, you will lead the ITSM analytics roadmap, develop executive dashboards, establish KPIs and SLAs, and partner with data engineering to

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