Lead IT Service Management Specialist
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 S...
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