ITSM Data & Analytics Lead - Executive Dashboards

American Family Insurance Agency Staff; Boston (MA); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Comprehensive benefits

Job summary

American Family Insurance seeks a Lead Technology Services Specialist to own ITSM Data & Analytics, delivering governance, insights, and performance transparency across Technology Services.

You will transform operational data using ServiceNow, Tableau, and GCP into executive dashboards, lead data ingestion and quality, and drive continual service improvement with stakeholders across IT and business units.

Qualifications

• Extensive experience leading ITSM data & analytics programs.
• Proven ability to design dashboards and KPIs for senior leadership.
• Strong governance, data quality, and reporting standards.
• Expertise with ServiceNow reporting, Tableau, and GCP.

Responsibilities

• Lead enterprise ITSM Data & Analytics roadmap.
• Design and maintain executive and operational dashboards.
• Define KPIs, SLAs, and performance measurement frameworks.
• Translate metrics into actionable business insights for leadership.
• Partner with IT and business stakeholders to ensure trusted reporting.

Skills

ITSM analytics leadership

Data storytelling

Tableau

ServiceNow reporting

GCP / BigQuery

KPI governance

Stakeholder management

Data modeling

Tools

ServiceNow

Tableau

GCP

BigQuery

Job description

American Family Insurance seeks a Lead Technology Services Specialist to own ITSM Data & Analytics, delivering governance, insights, and performance transparency across Technology Services.

You will transform operational data using ServiceNow, Tableau, and GCP into executive dashboards, lead data ingestion and quality, and drive continual service improvement with stakeholders across IT and business units.