Lead Technology Services Specialist
About The Position
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 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.
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.
Nice To Haves
- Leveraging ServiceNow, Tableau, and Google Cloud Platform (GCP)
Responsibilities
- 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 ServiceNow 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 ServiceNow.
- 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.
- 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.
Benefits
- comprehensive medical, dental, vision and 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
- Relocation support
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
