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Etihad Airways began operations in 2003, and in 2014 carried 14.8 million passengers. From its Abu Dhabi base, Etihad Airways flies to or has announced plans to serve 111 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas.

The airline has a fleet of 117 Airbus and Boeing aircraft, and more than 200 aircraft on firm order, including 66 Boeing 787s, 25 Boeing 777-X, 62 Airbus A350s and six Airbus A380s. Etihad Airways holds equity investments in airberlin, Air Serbia, Air Seychelles, Aer Lingus, Alitalia, Jet Airways, Virgin Australia, and Swiss-based Darwin Airline, trading as Etihad Regional. Etihad Airways, along with airberlin, Air Serbia, Air Seychelles, Alitalia, Etihad Regional, Jet Airways and NIKI, also participate in Etihad Airways Partners, a new brand that brings together like-minded airlines to offer customers more choice through improved networks and schedules and enhanced frequent flyer benefits. For more information, please visit: www.etihad.com

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Business Intelligence Application Support

Location: Abu Dhabi

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Etihad Airways

Voyager Building,
Chicago Avenue

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Business Intelligence Application Support

(ABU DHABI) and various
Job Reference:
Functional Area/Experience:
Other / Fresh Graduate
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Job Description:

Job Description & Qualifications

This role forms a major part of the Digital transformation and customer experience agenda across our Technology & Innovation business that will enhance our guest offering the most exciting best in class tools to our customers worldwide.

What do we need help with?

We currently have a gap in our Business Intelligence team and the role will support various business demands within our Customer and Information and Analytics organisation. This role forms part of the Data technologies team and will drive the continued expansion of our data and analytical environments and is part of the wider strategy to enhance our development capability across the function.

What you will do?

  • As part of the Business Intelligence team in the Technology & Innovation (T&I) division, you will be a key contributor in Business Intelligence help desk activities
  • Manage help desk incoming calls and provide technical support to business users on SAP Business Objects, Power BI applications, platform and BAU (business as-usual) activities.
  • Contribute to the realization of Etihad's BI and Analytics vision, by supporting end user’s BI related queries.
  • Provide extensive support to business users on their BI related queries, I,e SAP Business Objects and Power BI application/access/data export
  • Responsible for BI help desk first level support on SAP Business Objects BI launch pad – WEBI reports generation, user/content access related issue and other basic tools option and troubleshooting.
  • Responsible for BI help desk first level support on Power BI - reports generation, access related issue and other basic tools option and troubleshooting.
  • Interact with end users over the phone or email to understand business requirement and provide technical support on their BI related queries.
  • Manage BI ticket queues by providing resolution with in SLA or analyse and redirect to next level technicians.
  • Manage BI ticket queues by providing resolution with in SLA or analyse and redirect to next level technicians.
  • Works with various support teams within Business Intelligence to enable continuous service delivery
  • Active participation on various technical teams activities in Business Intelligence related to source systems and reports
  • Proactively communicates development status, issues and concerns to management with mitigation recommendations.
  • Ensure reports meet data accuracy, query performance, usability and functionality requirements.
  • Communicate effectively with both business, technical stakeholders as well as leadership

What you’ll need to know?
To be successful in this role you need to be a collaborative and agile thinker that challenges the norm and applies a real duty of care to end users and broader customers. You would have performed an end user centric Technical Support role in your career within a business Intelligence framework and have detailed knowledge of the associated tools. Ideally a seasoned Business Intelligence Helpdesk or Technical Support person could be successful in this role.

Required capabilities:

Education and expertise

  • Bachelor’s degree in Technology related disciplined preferred but not essential
  • Strong in End-user support and troubleshooting.
  • Knowledge in SAP HANA 2.0
  • Knowledge in SQL Scripting
  •  Reputable track record in the field of Information Technology performing a Technical Support role.
  • Solid expertise with examples of experience in SAP Business Objects, Power BI platform
  • Experience in customer interaction and ability to provide a duty of care to end users. In a Power BI support role.
  • Experience on SAP Business Objects Web Intelligence development/support
  • Established career in Power BI development/Support
  • Basic knowledge in SQL scripting.
  • Experience in SAP Business Objects Development, Support projects.
  • Experience in Power BI Development, Support projects.
  • Solid track record in SAP Business Objects Administration.
  • Ability to share technical expertise in Power BI Administration.
  • Ability to effectively prioritise the task and execute in a high-pressure environment.
  • Excellent analytical, conceptual, and problem-solving abilities.


  • Knowledge of the airline/ aviation / travel industries would be ideal but not essential
  • Solid track record in delivering solutions to impacted business areas in a consultative and user centric mind-set

Preferred Capabilities:

  • Knowledge on Lumira, Design Studio and SAP HANA 2.0 is added advantage.
  • Nice to have Basic Knowledge in SAP HANA Administration
  • Hands on Experience in Performance tuning is desirable

Who you are?

  • Positive, collaborative, and solution oriented attitude
  •  Self-driven high performer
  • Ability to review, debug and provide feedback on development work completed by others
  • Strong process oriented approach to work and excellent attention to detail
  • Excellent written and verbal skills with people at all levels across the organization in English
  • Solid verbal, written, presentation and interpersonal communication skills
  • Excellent written, verbal and interpersonal skills, with people at all levels across the organization in English

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.

Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 682,000 tonnes of cargo in 2018.