Lead IT Service Management Specialist

We need to output HTML fragment with sections only if real content. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. Must not include Job ID etc. Remove boilerplate. Keep substantive info. We need to parse the posting. Key content: - Intro paragraph: "The Lead 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." That's about the role. - 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. We need Pay section if actual numbers present. Yes we have range. Also maybe Schedule? Not given. No schedule details. So we should not create Schedule section. - Primary Accountabilities: list bullet points. We need Responsibilities section (or maybe "Responsibilities"). - ITSM Analytics & Reporting Leadership (list) - ServiceNow Analytics & Platform Reporting (list) - ITSM Governance & Continuous Improvement (list) These are responsibilities. - Specialized Knowledge & Skills Requirements: includes Tableau & Executive Intelligence, Data Engineering & GCP Enablement. Also Licenses: Not Applicable (skip). Travel Requirements Up to 10% (maybe include in Benefits? Not exactly; could be a separate section but we only have defined headings; we could put under Responsibilities? Probably better to include under Requirements? Travel is not a skill but a requirement. Could be part of Requirements. We'll include under Requirements maybe as a bullet. - Physical Requirements: Work that primarily involves sitting/standing. (maybe include under Requirements? but it's not substantive? It's a physical requirement; we could include under Requirements but it's minimal. Might be okay to include but we need to avoid filler like "Not Applicable". It's actual content. We'll include. - Working Conditions Not Applicable (skip). - Additional Information: New Employee Orientation details, location, hybrid expectations, relocation, benefits description. We need Benefits section: they list comprehensive medical, dental, vision, wellbeing benefits, competitive 401(k) contribution, pension plan, annual incentive, 9 paid holidays, paid time off program (23 days accrued annually for full-time employees), student loan repayment program, paid-family leave. Also note interns and contingent workers not eligible. Also equal opportunity etc (boilerplate). We'll keep benefits. - Also mention "We provide benefits that support your physical, emotional, and financial wellbeing." etc. - Also mention "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", "Sponsorship will not be considered for this position unless specified in the posting". Those are maybe not benefits; could be under Additional Information but we have no heading for that. Could incorporate into a short paragraph under Responsibilities? Not appropriate. Maybe we can include under Requirements? Not exactly. Could create a section "Additional Information" but not in allowed headings. The allowed headings list is fixed; we should only use those. So we need to fit extra info into existing sections if possible, or drop if not fitting. The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we can only use those headings if we have content. For extra info like background check, NDA, sponsorship, we could maybe put under Responsibilities? Not really. Could put under Requirements? Not really. Could put under Benefits? No. Could put under Pay? No. Could put under About the role? Could be part of role description. Might be okay to include a short paragraph in About the role covering those? But they are not about the role. However we could incorporate them into a brief note under About the role as "Additional notes". But risk of being considered filler? The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. So we must keep that info somewhere. If we cannot fit into allowed headings, maybe we need to create a section with a heading not in list? But instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It implies we should use those headings; maybe we can also use other headings if needed? The examples are given but not exclusive? It says "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That suggests those are the expected headings. Likely we should only use those. So we need to map all content to those. Let's see if we can fit: - About the role: introductory paragraph plus maybe mention of reporting to SMO, etc. Could also include mention of hybrid work expectations? That's more about work arrangement, could be under About the role or maybe under Benefits? Not benefits. Could be under Requirements? Not really. Could be under Schedule? Not schedule. Could be under Pay? No. - Responsibilities: the bullet lists under Primary Accountabilities. - Requirements: could include Specialized Knowledge & Skills Requirements, Travel Requirements, Physical Requirements, Licenses (Not Applicable - skip), maybe also mention of relocation support? That's more of a benefit? Could be under Benefits? Relocation support is a benefit. Yes. - Qualifications: maybe not distinct; we could combine with Requirements? But we have both headings. Could put educational/experience qualifications if any; not present. So maybe we skip Qualifications if no content. - Skills: could include Tableau & Executive Intelligence, Data Engineering & GCP Enablement etc. But those are also knowledge. Could split: Requirements for mandatory, Skills for desired. However we have both. We'll decide. - Benefits: include medical, dental, vision, wellbeing, 401(k), pension, annual incentive, 9 paid holidays, PTO 23 days, student loan repayment, paid-family leave, relocation support. - Pay: include compensation range and note about salary, variation, relocation support? Already relocation support in benefits. Pay also includes note about compensation may vary based on job level and geographic work location. Also note about not eligible for sponsorship etc. That could be under Pay? Not exactly but could be under Pay as additional notes. Or we could put under Requirements? Not ideal. Maybe we can put under Pay: "Position Compensation Range $99,000.00 - $167,000.00 Pay Rate Type Salary. Compensation may vary based on job level and 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." That seems okay. - Schedule: no info, so skip. Now we need to ensure we don't repeat job title as heading. We'll not. We'll produce HTML fragment with sections as needed. Let's draft:

About the role

The Lead 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.

Responsibilities

• 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.

Requirements

• 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.
• Travel Requirements: Up to 10%.
• Physical Requirements: Work that primarily involves sitting/standing.

Skills

(No separate skills beyond those listed in Requirements; could be omitted if no distinct content.)

But we have a Skills heading but we might not have distinct content. The instruction: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. If we put Skills with just a paragraph saying no separate skills, that's filler. Better to omit Skills section if no distinct content. However we already used some skill-like content in Requirements. Could we move those to Skills and keep Requirements for travel/physical? Let's think. We have specialized knowledge & skills requirements: Tableau & Executive Intelligence, Data Engineering & GCP Enablement. Those are skills. Travel and physical are requirements. So we could put those under Skills, and Requirements for travel/physical. That seems better. Thus:

Requirements

• Travel Requirements: Up to 10%.
• Physical Requirements: Work that primarily involves sitting/standing.

Skills