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Lead IT Service Management Specialist

American Family Insurance · Madison, WI · $99,000–$167,000 a year · Full time

Posted Aug 26, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Walk me through a time you built an executive dashboard from scratch. Who was it for, and how did you decide what belonged on it versus what got left out?

What they are checking: whether the candidate can translate leadership needs into a focused, decision-useful dashboard rather than a data dump

Tell me about the ITSM KPIs and SLAs you have defined or owned in the past. How did you decide those were the right metrics to track?

What they are checking: depth of hands-on experience defining service management metrics versus just reporting on ones someone else picked

Tell me about a time your reporting or dashboard surfaced a risk or trend that leadership hadn't noticed yet. What did you do with that finding?

What they are checking: whether the person proactively drives insight and action rather than passively producing reports

Tell me about a time you had to explain a technical metric to a non-technical business stakeholder who needed to make a decision based on it.

What they are checking: ability to translate technical detail into business storytelling for senior audiences

What would you do

Say you inherit a ServiceNow reporting environment where three different teams have three different numbers for the same SLA. How do you figure out which one is right and get everyone aligned going forward?

What they are checking: practical approach to reconciling data discrepancies and establishing a single source of truth

A service owner tells you their team's numbers look worse on your new dashboard than they did under the old manual reporting process, and they push back hard. How do you handle that conversation?

What they are checking: stakeholder management skill and ability to defend data integrity under political pressure

How do you approach governance for reporting standards across multiple platform teams who each want their own version of the truth?

What they are checking: capacity to establish and enforce enterprise-wide reporting standards without alienating stakeholders

About the work

Describe your experience pulling data out of ServiceNow into a downstream platform like BigQuery. What did the ingestion and staging process actually look like?

What they are checking: real hands-on depth with ServiceNow data extraction and GCP-based pipelines, not just familiarity with the names

How would you design a Tableau dashboard that lets a CIO see overall operational health at a glance but still lets an operations manager drill down to the specific incident causing the dip?

What they are checking: ability to design layered, drill-down visualizations that serve multiple audiences from one data model

What data quality controls would you put in place for a curated dataset feeding executive dashboards, and how would you catch a bad number before a VP sees it?

What they are checking: understanding of data governance and validation practices, not just visualization skill

Walk me through how you would set up a Continual Service Improvement program driven by analytics, from identifying a problem area to proving the improvement worked.

What they are checking: end-to-end understanding of CSI methodology and using data to close the loop

What's your experience with data modeling and transformation logic in GCP or BigQuery specifically, and what tradeoffs have you had to make between performance and flexibility?

What they are checking: genuine technical depth in data engineering concepts relevant to the GCP-based analytics stack

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The full job description

As published by American Family Insurance.

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 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 AskHR@AmFam.com to request a reasonable accommodation. #LI-BC2

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