ITSM Analytics Leader — Data & Dashboards

American Family Insurance Agency Staff; Madison (WI); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

401(k) match

Pension plan

Paid holidays

Paid time off

Student loan repayment

Paid family leave

Job summary

American Family Insurance seeks a Lead Technology Services Specialist to own ITSM data analytics, dashboards, and governance, delivering actionable insights for leadership and operations. You will lead the strategy and continuous improvement across ServiceNow, Tableau, and GCP to enable data-driven decisions.

This hybrid role based in Madison, WI supports reporting standards, KPI definitions, and enterprise analytics, with relocation support and a compensation range of $99,000 to $167,000.

Qualifications

• Experience leading ITSM analytics programs and roadmaps.
• Strong ability to translate data into actionable insights for senior leadership.
• Experience establishing KPIs, SLAs, and governance for analytics.

Responsibilities

• Lead enterprise ITSM Data & Analytics program and roadmap.
• Design and maintain executive, operational, and service-level dashboards.
• Partner with process owners to define measurement strategies for ITSM domains.

Skills

ITSM Analytics

Leadership

Data Visualization

Tableau

ServiceNow

GCP

BigQuery

Data Governance

Stakeholder Management

Problem Solving

Tools

ServiceNow

Tableau

BigQuery

Google Cloud Platform

Job description

American Family Insurance seeks a Lead Technology Services Specialist to own ITSM data analytics, dashboards, and governance, delivering actionable insights for leadership and operations. You will lead the strategy and continuous improvement across ServiceNow, Tableau, and GCP to enable data-driven decisions.

This hybrid role based in Madison, WI supports reporting standards, KPI definitions, and enterprise analytics, with relocation support and a compensation range of $99,000 to $167,000.