Lead IT Service Management Specialist

Lead Technology Services Specialist

The Lead Technology Services 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 Service Now, 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 - $

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.

• Lead the enterprise ITSM Data & Analytics program and roadmap.
• Design, develop, and maintain executive, operational, and service-level dashboards.
• Establish standardized KPIs, SLAs, SLOs, and performance measurement frameworks.
• Deliver actionable insights that improve service quality, operational efficiency, and customer experience.
• Develop reporting standards, governance processes, and documentation supporting enterprise analytics.

• Serve as the subject matter expert for Service Now reporting and Performance Analytics.
• Configure and maintain dashboards, scorecards, indicators, breakdowns, and reporting data models.
• Partner with ITSM process owners to define measurement strategies for Incident, Problem, Change, Knowledge, Request, and Service Level Management.
• Ensure reporting accuracy, consistency, and alignment with approved reporting requirements.
• Support dashboard modernization and advanced analytics capabilities within Service Now.

• 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), Big Query, and enterprise data platforms to integrate data from Service Now 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.

• Support Service Management Office (SMO) governance and reporting objectives.
• Facilitate service performance reviews with technology leaders and stakeholders.
• Identify trends, risks, anomalies, and improvement opportunities through advanced analytics.
• Maintain and report on Continual Service Improvement (CSI) initiatives and performance outcomes.
• Drive accountability through transparent performance reporting and metrics governance.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated experience leading and providing IT operations support.
• Solid knowledge and understanding of managed service delivery and/or outsourcing contracts.
• Solid knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development.
• Solid knowledge and understanding of ITIL / service management best practices.
• Strong interpersonal relationship skills for managing disputes and driving change.
• Analytical approach to problem-solving. Attention to results and with a sense of urgency.
• Ability to assess the potential risk of an escalated issue and use business skills to evaluate impact and alternatives.

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in…