ITSM Analytics Leader: Executive Dashboards & Insights

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

Benefits offered by this job

401(k) plan

Pension plan

Annual incentive

Paid holidays

Student loan repayment

Paid-family leave

Job summary

American Family Insurance seeks an ITSM Service Management Specialist to lead analytics, governance, and reporting for ITSM data across the organization. You will build executive dashboards, drive KPI/SLAs, and ensure reporting accuracy using ServiceNow, Tableau, and GCP tools.

You will partner with IT leaders, platform teams, and business stakeholders to deliver trusted analytics, governance standards, and continuous improvement initiatives, with a hybrid work arrangement.

Qualifications

• Experience building enterprise Tableau dashboards for executive visibility.
• Strong storytelling and analytical skills for leadership audiences.
• Experience with ServiceNow reporting and Performance Analytics.
• Experience with data ingestion, staging, transformation in GCP (BigQuery).

Responsibilities

• Lead the enterprise ITSM analytics strategy and roadmap.
• Develop executive and operational dashboards to measure service performance.
• Define KPIs, SLAs, and performance metrics to drive service excellence.
• Partner with ITSM process owners to define and measure metrics.

Skills

Tableau dashboards

Executive storytelling

KPI & SLA design

ServiceNow reporting

GCP / BigQuery

Data ingestion & transformation

Data governance & security

Tools

ServiceNow

Tableau

BigQuery

Google Cloud Platform

Job description

American Family Insurance seeks an ITSM Service Management Specialist to lead analytics, governance, and reporting for ITSM data across the organization. You will build executive dashboards, drive KPI/SLAs, and ensure reporting accuracy using ServiceNow, Tableau, and GCP tools.

You will partner with IT leaders, platform teams, and business stakeholders to deliver trusted analytics, governance standards, and continuous improvement initiatives, with a hybrid work arrangement.