Lead IT Service Management Specialist

Primary Accountabilities

• 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.
• 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.
• 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.

Pay & Benefits

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.