ITSM Analytics Lead: Executive Dashboards & Data Strategy

American Family Insurance Agency Staff

Madison (WI)

Hybrid

USD 99,000 - 167,000

Full time

4 days ago

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Benefits offered by this job

Hybrid work option

Relocation assistance

Job summary

American Family Insurance is seeking an ITSM Analytics & Reporting Lead to own the strategy, development, and continuous improvement of ITSM reporting and analytics across Technology Services. You will transform operational data into executive dashboards, establish KPIs, and drive CSI with data-driven insights.

Using ServiceNow, Tableau, and Google Cloud Platform, you will partner with IT leaders and process owners to deliver trusted reporting, governance standards, and measurable service

Qualifications

Experience leading enterprise ITSM analytics and reporting programs.
Ability to translate data into actionable insights for executives.
Strong dashboard design and data storytelling skills.

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.

Skills

ITSM analytics

Executive storytelling

Dashboard design

KPI development

Tools

Tableau

ServiceNow

BigQuery

Google Cloud Platform

Job description

Using ServiceNow, Tableau, and Google Cloud Platform, you will partner with IT leaders and process owners to deliver trusted reporting, governance standards, and measurable service

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