Analyst – ITSM Data & Business Insights (ServiceNow Analytics, SLA Performance Strategy & Strategic IT Operations)
Company Overview:
flydubai is a professional and performance-driven leader in the Dubai aviation landscape, dedicated to delivering high-quality travel solutions and operational excellence. We operate with an “educational family” philosophy, where technical management and professional IT mastery are shared to ensure organizational success. At flydubai, we believe that data-driven insights and disciplined service management are the cornerstones of aviation stability. Join our professional Human Resources and IT analytics team in Dubai and contribute to an environment that values professional integrity, technical innovation in Information Technology, and the strategic growth of our diverse airline operations.
Job Description:
We are currently looking to hire a skilled Analyst – ITSM Data & Business Insights to join our IT team in Dubai. This role is fundamental to our operational framework, requiring a professional who can analyze service management data for management and strategic review. You will be responsible for developing interactive dashboards, monitoring SLA compliance, and identifying root causes in incident and change records. We are looking for an individual with a strong foundation in ServiceNow Analytics and a proactive approach to improving IT service delivery. This is a brilliant opportunity to advance your education and data science career within a premier professional aviation environment.
🔹 Key Responsibilities:
- Perform detailed analysis of ITSM data to meet management and operational efficiency targets.
- Develop and maintain interactive dashboards in Dubai using Power BI or Tableau to ensure 100% data integrity in reporting.
- Liaise with the Human Resources and IT teams to monitor performance indicators including SLA compliance, MTTR, and customer satisfaction.
- Provide actionable insights to optimize incident management, service requests, and change management workflows.
- Utilize digital Information Technology tools and ServiceNow platforms to extract, clean, and validate complex datasets for decision-making.
🔹 Requirements:
- Bachelor’s Degree, Diploma, or professional Certificate in IT, Computer Science, or Data Analytics.
- Minimum 3 years of professional experience in ITSM data analytics and business insights.
- Strong background in management of business intelligence platforms (Power BI, Tableau) and ServiceNow data extraction.
- Professional background in education or training regarding ITIL processes, MTBF/MTTR metrics, and data validation.
- Ability to demonstrate operational excellence with strong analytical findings and process improvement recommendations.
- Excellent communication skills with the capability to support data-driven initiatives in a fast-paced Dubai airline environment.
What We Offer:
- Monthly salary package ranging from AED 13,000 to 14,000.
- A stable and influential role within a leading UAE Aviation & IT Group.
- Direct involvement in the management of essential IT protocols and high-impact airline initiatives.
- Significant opportunities for professional growth and expertise enhancement in Enterprise IT Operations.