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Posted:
flydubai is currently looking to hire a skilled Analyst – ITSM Data & Business Insights to join their IT team. The selected candidate will be responsible for analyzing IT service management data, developing meaningful insights, and supporting strategic decision-making to improve IT service delivery and operational efficiency.
• Perform detailed analysis of ITSM data including incidents, service requests, problems, and change records to identify patterns, trends, and root causes
• Develop and maintain interactive dashboards and reports using tools such as Power BI, Tableau, or similar business intelligence platforms
• Monitor key IT service performance indicators including SLA compliance, Mean Time to Repair (MTTR), Mean Time Between Failures (MTBF), and customer satisfaction metrics
• Provide actionable insights to improve IT processes such as incident management, service request handling, problem resolution, and change management workflows
• Extract, clean, validate, and analyze data using ITSM platforms with strong preference for ServiceNow
• Collaborate with IT teams and stakeholders to support data-driven decision-making and service optimization initiatives
• Ensure data accuracy, consistency, and reliability across reporting systems and analytics outputs
• Contribute to continuous improvement of IT service management processes through analytical findings and recommendations
• Full-time, on-site position based in Dubai with a standard morning shift
• Competitive monthly salary package ranging from AED 13,000 to AED 14,000
• Opportunity to work with a leading UAE airline and enhance expertise in ITSM analytics and enterprise IT operations
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