Flydubai
Analyst – ITSM Data & Business Insights
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job overview
Date posted
11/11/2025
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
26/12/2025
Job description
The Analyst – ITSM Data & Business Insights is responsible for capturing IT operational requirements, analyzing service and financial performance data, and delivering actionable insights to optimize IT operations and decision-making. The role combines data analytics, business intelligence, and IT Service Management (ITSM) expertise to identify operational gaps, forecast risks, and enhance efficiency. The analyst will collaborate with IT Operations Managers and business stakeholders to design reports, dashboards, and KPIs that support strategic IT objectives. This position requires technical proficiency with BI tools (Tableau, Power BI, SymphonyAI), strong analytical and financial acumen, and the ability to translate complex data into clear business insights for senior leadership. The successful candidate will play a critical role in driving data-informed strategies for IT performance, cost optimization, and service improvement.
Required skills
Key responsibilities
- Capture reporting requirements from IT Operations Managers using structured interviews and digital surveys.
- Identify pain points, performance gaps, and data opportunities across ITSM processes.
- Design and deliver dashboards, scorecards, and reports to drive operational and strategic IT decisions.
- Define and monitor KPIs and metrics for IT Service Management performance.
- Conduct root cause analysis on service performance issues and recommend corrective actions.
- Perform historical data analysis to uncover operational inefficiencies and predict future risks.
- Develop predictive models to forecast incidents, problems, and resource constraints.
- Optimize data models and reporting frameworks to enhance reliability and usability of IT analytics.
- Analyze SLA performance, service availability, and resource capacity to propose improvements.
- Provide insights into manpower allocation, technology lifecycle, and cost efficiency.
- Generate and maintain BI reports using Tableau, Power BI, SymphonyAI, and Excel.
- Conduct financial analysis of ITSM systems, licenses, vendors, and Cloud expenditure (OpEx/CapEx).
- Develop showback/chargeback models to increase cost transparency across IT services.
- Support budgeting, forecasting, and IT cost optimization initiatives across the enterprise.
- Ensure alignment of IT investments and projects with business goals and financial targets.
- Comply with Information Security (ISR) policies and report vulnerabilities or incidents promptly.
Experience & skills
- Bachelor’s degree in AI & Data Analytics, Finance, Business Analytics, or related discipline.
- 3–5 years of experience in data analytics, business intelligence, or IT service reporting roles.
- Proficiency with BI and analytics platforms such as Tableau, Power BI, SymphonyAI, SQL, Oracle, and Excel.
- Strong understanding of IT Service Management (ITSM) frameworks and performance measurement.
- Knowledge of financial modeling, cost analysis, and IT budgeting (OpEx/CapEx).
- Experience with Cloud cost optimization and FinOps principles preferred.
- ITIL Foundation certification and BI/Analytics certifications (Tableau, Power BI, or equivalent) preferred.
- Strong analytical, problem-solving, and communication skills with attention to detail.
- Ability to translate data insights into actionable business recommendations.
- Fluency in English; additional languages are an advantage.
- Demonstrated adaptability, teamwork, and accountability in a fast-paced environment.
