IT Service Management Analyst (Emiratisation)

About the role

The Analytics Centre of Excellence at Emirates Group seeks an IT Service Management Analyst to drive continuous service improvements through data analysis, KPI management and proactive problem resolution.

Key responsibilities

• Analyse incident, problem, change and capacity data to define and maintain service level KPIs.
• Collaborate with incident, application support and technical teams to investigate root causes and implement cost‑effective solutions.
• Develop service performance dashboards and reports for internal customers.
• Maintain the service catalogue, ensure compliance with SLOs/SLAs and manage relationships with internal departments and external suppliers.
• Support service continuity planning, testing and financial impact assessments of SLO violations.

Required profile

• Degree or Honours (12+3 or equivalent) with 5+ years of IT experience.
• Broad knowledge of IT service delivery, incident/problem management, capacity planning and service continuity.
• Experience with on‑premise, private cloud and public cloud environments.

Required skills

• ITSM tools such as ServiceNow.
• Reporting tools like PowerBI or MicroStrategy (MSTR).
• Service level, availability and capacity management concepts.

What we offer

• Attractive tax‑free salary in AED.
• Travel benefits including flight and hotel discounts worldwide.
• Opportunity to work in a fast‑paced, cosmopolitan environment in Dubai.