Lead IT Service Management Specialist

TheLead IT Service Management Specialist serves as the enterprise lead for IT Service Management (ITSM) Data & Analytics, responsible for delivering actionable insights, performance transparency, and governance across Technology Services. This role owns the strategy, development, and continuous improvement of ITSM reporting, dashboards, and analytics solutions that enable data-driven decision-making across leadership, service owners, and operational teams.

Leveraging ServiceNow, Tableau, and Google Cloud Platform (GCP), this individual transforms complex operational data into meaningful business intelligence, develops executive-level dashboards, manages data ingestion and staging processes, and drives continual service improvement through analytics. The role is an integral part of the Service Management Office (SMO) and works closely with IT leaders, platform teams, and business stakeholders to establish trusted reporting, performance metrics, and governance standards across the organization.

Position Compensation Range:

$99,000.00 - $167,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

This position is not eligible for employer-sponsored work authorization, either now or in the future. We are unable to provide sponsorship or visa transfers for any employment-based visa types, including H-1B, F-1, OPT, and CPT.

Primary Accountabilities

ITSM Analytics & Reporting Leadership

• 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 that improve service quality, efficiency, and customer experience.

ServiceNow Analytics & Platform Reporting

• Serve as the SME for ServiceNow Reporting and Performance Analytics.
• Design and maintain dashboards, scorecards, and reporting frameworks.
• Partner with ITSM process owners to define and measure key service management metrics.
• Ensure reporting accuracy, consistency, and alignment with business requirements.

ITSM Governance & Continuous Improvement

• Support ITSM governance, performance reporting, and service review processes.
• Identify trends, risks, and improvement opportunities through analytics.
• Drive Continual Service Improvement (CSI) initiatives and performance outcomes.

Specialized Knowledge & Skills Requirements

Tableau & Executive Intelligence

• Develop enterprise Tableau dashboards that provide executive visibility into operational health, service performance, resiliency, risk, and customer experience.
• Translate technical metrics into business-focused insights and storytelling for senior leadership.
• Design intuitive drill-down experiences from executive-level KPIs to operational root causes.
• Build visualizations that support strategic planning, governance reviews, and continual improvement initiatives.

Data Engineering & GCP Enablement

• Partner with data engineering teams to establish scalable ingestion, staging, and transformation processes.
• Leverage Google Cloud Platform (GCP), BigQuery, and enterprise data platforms to integrate data from ServiceNow and related technology sources.
• Define and maintain data models, transformation logic, and data quality controls.
• Support the creation of curated analytics datasets optimized for reporting and dashboard consumption.
• Ensure compliance with enterprise data governance, privacy, and security standards.

Licenses: Not Applicable.Travel Requirements Up to 10%.Physical Requirements Work that primarily involves sitting/standing.

Working Conditions

In this Hybrid role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783; Boston, MA 02110

Candidates must reside within a 50-mile radius of the office location (or 35-mile radius for Boston). #LI-Hybrid

Internal candidates are welcome to apply. Candidates selected for this role may be required to relocate in accordance with Job Family guidelines and/or Senior Leadership Team (SLT) requirements.

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.

#LI-BC2