ITSM Analytics Lead: Data Dashboards & Insight Strategy

American Family Insurance; Madison (WI); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Hybrid work model

Relocation assistance

Competitive benefits

Job summary

American Family Insurance in Madison, WI, seeks a Lead Technology Services Specialist to own ITSM data, analytics, and governance. You will lead enterprise reporting, dashboards, and KPIs using ServiceNow, Tableau, and GCP, delivering data-driven insights to leadership and operations.

In this hybrid role, you will partner with IT leaders, platform teams, and business stakeholders to standardize metrics, drive continual service improvement, and ensure data quality and compliance across the

Qualifications

• Experience leading ITSM analytics and reporting programs.
• Strong knowledge of ITIL and service-management practices.
• Ability to translate data into actionable business insights.
• Excellent communication with executives and stakeholders.

Responsibilities

• Lead enterprise ITSM Data & Analytics program roadmap and governance.
• Design and maintain executive and operational dashboards.
• Coordinate data ingestion, staging, and transformations in GCP.
• Define KPIs, SLAs, and CSI initiatives with cross-functional teams.

Skills

ITSM analytics

Leadership

Tableau

ServiceNow

GCP

Data governance

Tools

ServiceNow

Tableau

GCP

Job description

American Family Insurance in Madison, WI, seeks a Lead Technology Services Specialist to own ITSM data, analytics, and governance. You will lead enterprise reporting, dashboards, and KPIs using ServiceNow, Tableau, and GCP, delivering data-driven insights to leadership and operations.

In this hybrid role, you will partner with IT leaders, platform teams, and business stakeholders to standardize metrics, drive continual service improvement, and ensure data quality and compliance across the