ITSM Analytics Leader: Executive Dashboards & Insights

American Family Insurance; Keene (NH); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Relocation support

New Employee Orientation ( Madison, WI

Job summary

American Family Insurance is seeking an ITSM Service Management Specialist to lead analytics and reporting for ITSM data across our enterprise. You will partner with leadership, service owners, and operations to drive data-driven decisions using Tableau, ServiceNow, and GCP.

You will own the development of executive dashboards, data ingestion pipelines, and governance standards to ensure accurate, timely insights and continual service improvement.

Qualifications

• Experience leading enterprise ITSM analytics strategy and roadmap.
• Ability to design and deliver executive dashboards and operational reporting.

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 to improve service quality and customer experience.

Skills

Tableau

ServiceNow

GCP

Data analytics

Dashboards

KPIs/SLAs

Executive reporting

Governance

Tools

BigQuery

Google Cloud Platform

Job description

American Family Insurance is seeking an ITSM Service Management Specialist to lead analytics and reporting for ITSM data across our enterprise. You will partner with leadership, service owners, and operations to drive data-driven decisions using Tableau, ServiceNow, and GCP.

You will own the development of executive dashboards, data ingestion pipelines, and governance standards to ensure accurate, timely insights and continual service improvement.