Reporting & Service Analyst

Job Summary

A mid-level analyst role focused on transforming operational data from ITSM and monitoring platforms into clear performance reporting. You will measure service levels against targets, produce operational dashboards, and support governance reviews for managed-services engagements, reporting to the Delivery Manager.

Responsibilities

• Measure and report on service level and performance metrics against targets using ITSM and monitoring evidence, calculating achievement, shortfalls and service credits.
• Produce regular operational reporting covering incidents, problems, changes, patch compliance, backup success, restore tests, capacity and staffing.
• Build and maintain operational dashboards for daily, weekly and periodic views of service health.
• Prepare materials for weekly, periodic and quarterly governance forums and highlight trends, risks and improvement opportunities from data.
• Monitor ticket and data quality, flagging gaps, miscategorization or inconsistencies that would distort reporting.
• Analyze trends in incident volume, backlog, resolution times, patch workload, after-hours activity and performance against targets.
• Track improvement actions and status, and recommend improvements to reporting, automation and dashboards.
• Maintain reporting templates aligned with agreed performance definitions.

Requirements

• ITIL v4 certification (Foundation or higher).
• Experience with reporting or BI tools such as Power BI, Grafana or similar.
• Familiarity with cloud and infrastructure operations metrics.
• Arabic and English proficiency.

What the company offers

• Work with a Riyadh-based technology solutions provider serving organizations across Saudi Arabia and beyond, with offices in Jordan, Egypt, and Morocco.

We refresh listings regularly, but some roles close early on the source platform.