Lead IT Service Management Specialist

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

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

Skills

• 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 creation of curated analytics datasets optimized for reporting and dashboard consumption; ensure compliance with enterprise data governance, privacy, and security standards.

Benefits

• Comprehensive medical, dental, vision and wellbeing benefits.
• Competitive 401(k) contribution and 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.

Pay

Position compensation range: $99,000.00 – $167,000.00 (salary). Compensation may vary based on job level and geographic work location. Relocation support is offered for eligible candidates.

Schedule

Hybrid role: minimum of 10 days per month working from one of the office locations (Madison, WI 53783 or Boston, MA 02110). Candidates must reside within a 50‑mile radius of the Madison office (or 35‑mile radius for Boston