ITSM Analytics Leader: Dashboards, Data & Governance
American Family Insurance
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Job summary
American Family Insurance seeks an IT Service Management Specialist to lead ITSM Data & Analytics, delivering insights, governance, and dashboards to leadership and operators. Own the strategy, development, and continuous improvement of ITSM reporting, leveraging ServiceNow and GCP to enable data-driven decisions and measurable service performance.
The role supports enterprise analytics, defines KPIs/SLAs, and partners with service owners to drive continual improvement while navigating a hybrid
Qualifications
- Experience leading ITSM analytics programs and governance.
- Ability to translate metrics into business insights for executives.
- Strong collaboration with cross-functional teams to drive outcomes.
Responsibilities
- Lead the enterprise ITSM Analytics strategy and roadmap.
- Develop executive 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 SME for ServiceNow reporting and analytics and ensure data accuracy.
Skills
Tools
Job description
American Family Insurance seeks an IT Service Management Specialist to lead ITSM Data & Analytics, delivering insights, governance, and dashboards to leadership and operators. Own the strategy, development, and continuous improvement of ITSM reporting, leveraging ServiceNow and GCP to enable data-driven decisions and measurable service performance.
The role supports enterprise analytics, defines KPIs/SLAs, and partners with service owners to drive continual improvement while navigating a hybrid
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