Senior ITSM Analyst - 24/7 Support, ITIL Expert, Remote

Chalhoub Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent luxury retailer in Dubai is seeking a Senior Analyst - Tech Service Management. This role involves ensuring effective IT service delivery, operating ITSM processes, and fostering strong relationships with business users. Candidates should have 4-6 years of experience and strong knowledge of ITIL processes. This position offers opportunities for professional growth and a competitive benefits package.

Benefits

Competitive benefits package

Health care

Child education contribution

Remote and flexible working policies

Exclusive employee discounts

Qualifications

• 4–6 years’ experience in IT Service Management roles in a multi-vendor environment.
• Strong analytical skills and attention to detail, with an ability to identify patterns and trends in service data.
• A proactive approach to continuous improvement and service excellence.

Responsibilities

• Operate and ensure adherence to ITSM processes, including Incident, Change, and Knowledge Management.
• Provide service process guidance, education, and training to support partners.
• Monitor service performance, report on SLAs, KPIs, OLAs, and highlight improvement opportunities.
• Coordinate major incident and problem management, including RCA and follow-ups.

Skills

ITIL processes knowledge

Analytical skills

Effective communication

Customer service experience

Attention to detail

Education

ITIL Foundation certification

Job description

A prominent luxury retailer in Dubai is seeking a Senior Analyst - Tech Service Management. This role involves ensuring effective IT service delivery, operating ITSM processes, and fostering strong relationships with business users. Candidates should have 4-6 years of experience and strong knowledge of ITIL processes. This position offers opportunities for professional growth and a competitive benefits package.