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 - $167,000.00Pay Rate Type:
SalaryCompensation 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 Data & Analytics program and roadmap.
- Design, develop, and maintain executive, operational, and service-level dashboards.
- Establish standardized KPIs, SLAs, SLOs, and performance measurement frameworks.
- Deliver actionable insights that improve service quality, operational efficiency, and customer experience.
- Develop reporting standards, governance processes, and documentation supporting enterprise analytics.
- Serve as the subject matter expert for ServiceNow reporting and Performance Analytics.
- Configure and maintain dashboards, scorecards, indicators, breakdowns, and reporting data models.
- Partner with ITSM process owners to define measurement strategies for Incident, Problem, Change, Knowledge, Request, and Service Level Management.
- Ensure reporting accuracy, consistency, and alignment with approved reporting requirements.
- Support dashboard modernization and advanced analytics capabilities within ServiceNow.
- 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.
- 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.
- Support Service Management Office (SMO) governance and reporting objectives.
- Facilitate service performance reviews with technology leaders and stakeholders.
- Identify trends, risks, anomalies, and improvement opportunities through advanced analytics.
- Maintain and report on Continual Service Improvement (CSI) initiatives and performance outcomes.
- Drive accountability through transparent performance reporting and metrics governance.
Specialized Knowledge & Skills Requirements
- Demonstrated experience providing customer-driven solutions, support or service.
- Demonstrated experience leading and providing IT operations support.
- Solid knowledge and understanding of managed service delivery and/or outsourcing contracts.
- Solid knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development.
- Solid knowledge and understanding of ITIL / service management best practices.
- Strong interpersonal relationship skills for managing disputes and driving change.
- Analytical approach to problem-solving. Attention to results and with a sense of urgency.
- •Ability to assess the potential risk of an escalated issue and use business skills to evaluate impact and alternatives.
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 build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
- Offer to selected candidate will be made contingent on the results of applicable background checks
- Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
- Sponsorship will not be considered for this position unless specified in the posting
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 [email protected] to request a reasonable accommodation.
#LI-BC2Skills Required
- Expertise with ServiceNow reporting and Performance Analytics
- Experience building enterprise Tableau dashboards and executive visualizations
- Experience with Google Cloud Platform and BigQuery for data ingestion and transformations
- Proven experience leading ITSM data, analytics, or reporting programs
- Strong knowledge of ITIL and service management best practices
- Solid understanding of IT infrastructure domains (data centers, networks, servers, virtualization, storage, application development)
- Experience defining KPIs, SLAs, SLOs, and performance measurement frameworks
- Ability to partner with data engineering to define data models, transformation logic, and data quality controls
- Strong interpersonal and stakeholder management skills
- Analytical problem solving with focus on actionable insights and continual improvement
- Experience supporting governance, documentation, and reporting standards for enterprise analytics
American Family Insurance Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Family Insurance and has not been reviewed or approved by American Family Insurance.
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Pay Growth & Progression — Compensation has seen multiple increases, including a higher internal minimum hourly wage effective 2025 for many customer‑facing and claims roles. These moves indicate continued investment to raise the pay floor and improve total rewards competitiveness.
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Retirement Support — The total package includes a 401(k) with company match alongside a company‑funded cash‑balance pension, strengthening long‑term financial security. This combination is positioned as a standout element within the overall benefits mix.
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Parental & Family Support — Paid parental leave was expanded in 2025 for birthing parents and for all parents, including adoptive and foster. Caregiver leave adds further family support within the leave portfolio.
American Family Insurance Insights
What We Do
For more than 85 years, American Family Insurance has built its reputation on sound principles. We strive to provide you industry-leading service, exceptional claims experience and products that build long-term relationships. This is accomplished by treating policyholders fairly in a helpful and caring way and making it easy and convenient to work with us. We know our customers like family. American Family Insurance thrives by conducting its business in accordance with the highest ethical standards and the law at all times. Integrity is part of our culture and always has been. The reputation we enjoy and trust-based relationships we have built with our customers are determined by the example set by management and the character and good judgment exercised at all levels of our organization. It’s a way of doing business that our customers have come to expect from us and a standard that we continue to live up to.
