Role Overview – flydubai, a leading UAE airline, is hiring an Analyst – ITSM Data & Business Insights in Dubai. This position is ideal for IT analysts who can manage ITSM (IT Service Management) data analytics, generate business insights from IT service data, create dashboards and reports, support data-driven IT decision-making, and contribute to IT service excellence through analytics and insights.

ITSM Data Analytics – You will analyze ITSM data to generate business insights by extracting data from IT Service Management platforms (ServiceNow, BMC Remedy, or similar), analyzing incident management, service request, problem management, and change management data, identifying trends and patterns, performing root cause analysis, analyzing service performance metrics, and transforming raw ITSM data into actionable insights.

ServiceNow or ITSM Platform Expertise – You will demonstrate proficiency with ITSM platforms (ServiceNow preferred) by extracting data from ITSM systems, understanding ITSM data models and structures, utilizing platform reporting capabilities, creating custom reports and queries, managing ITSM data exports, ensuring data accuracy, and leveraging platform analytics features for comprehensive service management insights.

Dashboard and Reporting – You will create dashboards and reports for IT management and stakeholders by designing visual dashboards using Power BI, Tableau, or similar tools, developing KPI dashboards for IT service performance, creating executive summaries and management reports, building operational dashboards for IT teams, implementing automated reporting solutions, ensuring clear data visualization, and delivering insights through compelling dashboards and reports.

IT Service Performance Metrics – You will track and analyze IT service performance metrics including incident volume and resolution times, Mean Time to Resolve (MTTR), Mean Time Between Failures (MTBF), service request fulfillment times, SLA (Service Level Agreement) compliance and breach analysis, availability and uptime metrics, customer satisfaction scores (CSAT), first-call resolution rates, backlog trends, and other ITSM KPIs critical to service excellence.

Incident Management Analytics – You will analyze incident management data including incident trends by category, priority, and affected service, recurring incidents indicating systemic issues, incident resolution performance by team and individual, incident aging and backlog analysis, major incident patterns, identifying high-impact incident categories, analyzing incident root causes, and providing insights to reduce incident volumes and improve resolution.

Service Request Analysis – You will analyze service request data including request volumes by type and category, fulfillment times and SLA performance, request approval workflows and bottlenecks, self-service portal usage and effectiveness, catalog item performance, identifying most requested services, analyzing request trends over time, and optimizing service request processes through data insights.

Problem and Change Management Analytics – You will analyze problem management data to identify recurring issues, track problem resolution effectiveness, analyze known error databases, and support proactive problem prevention. You will analyze change management data including change success rates, change-related incidents, emergency change frequency, change approval times, and providing insights to improve change management processes.

How to Apply:

Send your CV to Apply at: agencysupport@flydubai.com. Subject Line: Analyst – ITSM Data & Business Insights Application - [Your Name]

In your email, mention your total ITSM data analytics experience (3-5 years preferred), highlight your proficiency with ITSM platforms, particularly ServiceNow (this is strongly preferred - specify platforms used and experience level), describe your experience with ITSM data analytics including incident, service request, problem, and change management data analysis.

About flydubai:

flydubai is a leading UAE airline seeking an experienced Analyst – ITSM Data & Business Insights to transform IT service management data into actionable insights. We value ITSM platform expertise (ServiceNow strongly preferred), strong analytics and BI capabilities, SQL and data visualization skills, ITIL knowledge, and professionals who can support data-driven IT decision-making and continuous service improvement through comprehensive ITSM analytics.