ITSM Analytics Leader: ServiceNow, Tableau & GCP

American Family Insurance Agency Staff

Phoenix (AZ)

Hybrid

USD 99,000 - 167,000

Full time

5 days ago

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Job summary

American Family Insurance seeks an ITSM Analytics & Reporting Lead to own the strategy, development, and governance of ITSM data, dashboards, and analytics across Technology Services. This role leverages ServiceNow, Tableau, and Google Cloud Platform to transform data into executive insights and drive continual service improvement.

You will establish KPIs, SLAs, and reporting frameworks, partner with IT leaders and process owners, and deliver dashboards that inform decisions, strengthen

Qualifications

Experience leading enterprise ITSM analytics strategy and roadmaps.
Proven track record delivering executive dashboards and BI insights.
Strong collaboration with ITSM process owners and leadership.
Hands-on with ServiceNow reporting and GA data platforms.

Responsibilities

Lead ITSM analytics strategy and roadmap for the enterprise.
Develop executive and operational dashboards to measure service performance.
Establish KPIs, SLAs, and performance metrics to drive excellence.
Partner with data teams to ingest, model, and transform data for reporting.

Skills

Tableau dashboards

Executive storytelling

KPI & SLAs

Data visualization

Tools

ServiceNow

Google Cloud Platform

BigQuery

Job description

You will establish KPIs, SLAs, and reporting frameworks, partner with IT leaders and process owners, and deliver dashboards that inform decisions, strengthen

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