ITSM Analytics Leader: ServiceNow, Tableau & GCP

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

Benefits offered by this job

Hybrid work model

Relocation support

Job summary

American Family Insurance in Madison, WI is seeking a Lead ITSM Service Management Specialist to own analytics strategy, dashboards, and governance. You will transform operational data into executive-level insights using Tableau, ServiceNow, and GCP, collaborating with IT leaders and stakeholders to enable data-driven decisions.

This hybrid role offers relocation support and requires driving CSI initiatives, KPI development, and reporting frameworks across the organization.

Qualifications

• Experience leading ITSM analytics and reporting.
• Ability to translate complex data into actionable business insights.
• Strong collaboration with IT leadership and stakeholders.

Responsibilities

• Lead enterprise ITSM analytics strategy and roadmap.
• Develop executive dashboards and KPIs for service performance.
• Partner with ITSM owners to define and measure key metrics.
• Ensure reporting accuracy and governance alignment with requirements.

Skills

Leadership

Communication

Analytical thinking

Stakeholder management

Tools

Tableau

ServiceNow

BigQuery

GCP

SQL

Job description

American Family Insurance in Madison, WI is seeking a Lead ITSM Service Management Specialist to own analytics strategy, dashboards, and governance. You will transform operational data into executive-level insights using Tableau, ServiceNow, and GCP, collaborating with IT leaders and stakeholders to enable data-driven decisions.

This hybrid role offers relocation support and requires driving CSI initiatives, KPI development, and reporting frameworks across the organization.