ITSM Analytics Lead: Dashboards & KPIs

American Family Insurance Agency Staff; Boston (MA); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Hybrid work arrangement

401(k) plan

Competitive benefits

Job summary

American Family Insurance is seeking an IT Service Management (ITSM) Analytics Leader to own the strategy and development of ITSM reporting, dashboards, and analytics using ServiceNow, Tableau, and GCP. You will transform operational data into executive insights and govern data quality across the organization.

The hybrid role requires collaboration with IT leaders and stakeholders, delivering dashboards that drive service improvement and governance.

Qualifications

• Experience leading enterprise ITSM analytics strategy and roadmap.
• Ability to develop executive dashboards and KPI dashboards for service performance.

Responsibilities

• Lead enterprise ITSM Analytics strategy and roadmap.
• Develop executive and operational dashboards to measure service performance.
• Establish KPIs, SLAs, and performance metrics.
• Deliver actionable insights to improve service quality and customer experience.
• Serve as SME for ServiceNow Reporting and Performance Analytics.
• Design dashboards, scorecards, and reporting frameworks.
• Partner with process owners to define service metrics.
• Ensure reporting accuracy and alignment with requirements.
• Support governance and CSI initiatives.

Skills

ITSM analytics leadership

Tableau dashboards

Executive storytelling

Data governance

Tools

ServiceNow

BigQuery

GCP

Job description

American Family Insurance is seeking an IT Service Management (ITSM) Analytics Leader to own the strategy and development of ITSM reporting, dashboards, and analytics using ServiceNow, Tableau, and GCP. You will transform operational data into executive insights and govern data quality across the organization.

The hybrid role requires collaboration with IT leaders and stakeholders, delivering dashboards that drive service improvement and governance.