ITSM Analytics Lead: Executive Dashboards & Insight

American Family Insurance Agency Staff

Englewood (CO)

Hybrid

USD 99,000 - 167,000

Full time

4 days ago

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Job summary

American Family Insurance is seeking an ITSM Analytics & Reporting Lead to own the strategy, development, and continuous improvement of ITSM reporting, dashboards, and analytics solutions across Technology Services.

The role leverages ServiceNow, Tableau, and Google Cloud Platform to transform data into executive-ready insights, establish governance standards, and drive service performance improvements across leadership, service owners, and operations teams.

Qualifications

Leads enterprise ITSM Analytics strategy and roadmap.
Develops executive and operational dashboards to measure service performance.
Establishes KPIs, SLAs, and performance metrics to drive service excellence.

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 the 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.