Lead IT Service Management Specialist at American Family Insurance in Madison, WI

Job description

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 •Not Applicable. Additional Information To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and b