ITSM Analytics Leader: Dashboards & Data Insights

American Family Insurance; Boston (MA); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

American Family Insurance is seeking a Lead Technology Services Specialist to own ITSM Data & Analytics across the enterprise. You will deliver actionable insights, governance, and dashboards to leadership, service owners, and operations teams.

Using ServiceNow, Tableau, and Google Cloud Platform, you will transform complex data into executive visibility, establish KPIs/SLOs, and drive continual service improvement through analytics and reporting.

Qualifications

• Experience delivering ITSM analytics and dashboards.
• Strong governance and KPI development.
• Experience with ServiceNow reporting and Performance Analytics.
• Ability to translate metrics into business insight.

Responsibilities

• Lead enterprise ITSM Data & Analytics program and roadmap.
• Design, develop, and maintain executive, operational, and service-level dashboards.
• Establish standardized KPIs, SLAs, SLOs, and performance measurement frameworks.
• Deliver actionable insights that improve service quality, operational efficiency, and customer experience.
• Develop reporting standards, governance processes, and documentation supporting enterprise analytics.
• Partner with ITSM process owners to define measurement strategies.

Skills

ITSM analytics

Tableau

ServiceNow

GCP

Data governance

Executive reporting

Tools

ServiceNow

Tableau

GCP

BigQuery

Job description

American Family Insurance is seeking a Lead Technology Services Specialist to own ITSM Data & Analytics across the enterprise. You will deliver actionable insights, governance, and dashboards to leadership, service owners, and operations teams.

Using ServiceNow, Tableau, and Google Cloud Platform, you will transform complex data into executive visibility, establish KPIs/SLOs, and drive continual service improvement through analytics and reporting.