ITSM Analytics Leader — Dashboards & Data Governance

American Family Insurance; Saint Joseph (MO); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Hybrid work model

Healthcare benefits

401(k) with company match

Pension plan

Paid holidays

Paid time off

Job summary

American Family Insurance seeks an ITSM Service Management Specialist to lead analytics, dashboards, and governance. You will own the ITSM reporting strategy, partner with leadership, and drive data-driven decision-making across the organization.

In a hybrid role based from Madison, WI or Boston, MA, you will develop executive-level dashboards using Tableau and ServiceNow with GCP integration, establish KPIs, and deliver insights to improve service quality and customer experience.

Qualifications

• 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.

Responsibilities

• Serve as SME for ServiceNow Reporting and Performance Analytics.
• Design dashboards, scorecards, and reporting frameworks.
• Partner with ITSM process owners to measure key service metrics.
• Ensure reporting accuracy and alignment with business requirements.

Skills

Tableau dashboards

Executive analytics

KPI & SLAs

Data storytelling

Leadership

Education

Bachelor's degree in IT/Analytics

Tools

ServiceNow

Google Cloud Platform (GCP)

BigQuery

ServiceNow Reporting

Job description

American Family Insurance seeks an ITSM Service Management Specialist to lead analytics, dashboards, and governance. You will own the ITSM reporting strategy, partner with leadership, and drive data-driven decision-making across the organization.

In a hybrid role based from Madison, WI or Boston, MA, you will develop executive-level dashboards using Tableau and ServiceNow with GCP integration, establish KPIs, and deliver insights to improve service quality and customer experience.