IT Service Management Analyst – (Emiratisation Role)

The IT Service Management Analyst uses operational data to help improve technology services. The role supports analytics across incidents, problems, changes, service continuity, infrastructure capacity, operating cost and observability, while ensuring that service-level indicators remain meaningful and consistently reported.

Key Responsibilities

• Collect and analyse IT service-management data from operational systems and dashboards.
• Define, maintain and report service-level indicators and performance KPIs.
• Identify recurring incidents, trends, bottlenecks and opportunities for service improvement.
• Prepare concise analysis for service owners and management reviews.
• Coordinate with service teams to validate data quality and track improvement actions.

Requirements and Qualifications

• Relevant degree or equivalent experience in IT, analytics, information systems or service management.
• Experience with service-management processes and operational reporting.
• Knowledge of incident, problem, change and continuity practices is beneficial.
• Emiratisation eligibility and any other stated vacancy conditions must be met.

Skills

• Data interpretation, reporting and problem-solving.
• Understanding of IT service operations and performance measures.
• Clear communication and stakeholder coordination.
• Attention to data quality, confidentiality and follow-through.

Employment Details

Emiratisation technology role within a service analytics environment. Familiarity with ITSM tools and dashboards is valuable. The role is based in Dubai, United Arab Emirates unless the recruitment team specifies another location. Salary, working hours, benefits and reporting arrangements depend on the employment terms for this vacancy and are not assumed here. Candidates should confirm any required licences, education, experience, language, nationality, medical fitness, shift availability or screening conditions before applying. Successful candidates should work collaboratively, follow documented standards, protect confidential information and raise safety, compliance or service concerns promptly. Responsibilities may evolve with operational demand and the needs of the assigned team.