ITSM Analytics Leader - Executive Dashboards

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

Benefits offered by this job

Competitive benefits

401(k) + pension plan

Paid holidays & paid time off

Job summary

American Family Insurance is seeking an ITSM Analytics & Reporting Lead to own enterprise analytics strategy and governance. You will develop executive dashboards, define KPIs and governance standards, and partner with IT leaders to drive data-driven decision making.

The role leverages ServiceNow, Tableau, and GCP to deliver actionable insights, improve service performance, and support continual service improvement across the organization. This is a hybrid role based in the Madison, WI area.

Qualifications

• Develop enterprise Tableau dashboards that provide executive visibility into operational health, service performance, resiliency, risk, and customer experience.
• Translate technical metrics into business-focused insights and storytelling for senior leadership.
• Design intuitive drill-down experiences from executive-level KPIs to operational root causes.

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.
• Design and maintain dashboards, scorecards, and reporting frameworks.
• Partner with ITSM process owners to define and measure key service management metrics.

Skills

Tableau dashboards

Executive dashboards

KPI & metrics development

Tools

Google Cloud Platform (GCP)

BigQuery

ServiceNow Reporting

Job description

American Family Insurance is seeking an ITSM Analytics & Reporting Lead to own enterprise analytics strategy and governance. You will develop executive dashboards, define KPIs and governance standards, and partner with IT leaders to drive data-driven decision making.

The role leverages ServiceNow, Tableau, and GCP to deliver actionable insights, improve service performance, and support continual service improvement across the organization. This is a hybrid role based in the Madison, WI area.