ITSM Analytics & Reporting Leader

American Family Insurance

Madison (WI)

Hybrid

USD 99,000 - 167,000

Full time

9 days ago

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Benefits offered by this job

Medical, dental, vision benefits

401(k) plan

Pension plan

Paid holidays

Job summary

American Family Insurance is seeking a Lead Technology Services Specialist to own ITSM Data & Analytics strategy, dashboards, and governance. You will transform operational data into executive insights using ServiceNow, Tableau, and GCP, delivering trusted reporting for leadership and service teams.

The role leads analytics programs, defines KPIs, supports continual service improvement, and partners with IT leaders and stakeholders to ensure data quality and strategic decision-making.

Qualifications

Leads enterprise ITSM Data & Analytics program and roadmap.
Designs and maintains executive and operational dashboards.
Establishes KPIs, SLAs, and performance measurement frameworks.
Delivers actionable insights to improve service quality and customer experience.
Develops reporting standards and governance processes.

Responsibilities

Lead the enterprise ITSM Data & Analytics program and roadmap.
Design, develop, and maintain executive and operational dashboards.
Establish standardized KPIs, SLAs, SLOs, and performance metrics.
Deliver insights that improve service quality and efficiency.
Develop reporting standards and governance documentation.

Skills

Analytics leadership

Executive storytelling

Stakeholder management

Data governance

Tools

ServiceNow

Tableau

Google Cloud Platform

Job description

The role leads analytics programs, defines KPIs, supports continual service improvement, and partners with IT leaders and stakeholders to ensure data quality and strategic decision-making.

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