Principal Analyst, Change Management (Emiratised Role)

KEY ACCOUNTABILITIES: 

The Principal Analyst – Change Management ensures service quality and operational stability by owning and governing the ServiceNow Change Management module, driving enhancements, and maintaining alignment with ITIL and enterprise standards. The role leads UAT, validates release readiness, and conducts PIRs to reinforce process discipline and strengthen change outcomes.
As the module’s SPOC, the role provides expert guidance on process compliance and platform capabilities, supporting stakeholders across technology and business domains. It actively contributes to Agile delivery cycles, ensuring change requirements, risks, and controls are incorporated into development activities.
The role upholds governance by reviewing BAU change requests, ensuring rigor in risk assessment and adherence to approval workflows, while also supporting regional change governance to drive consistency and compliance across international locations.
 

JOB CONTEXT:

Specific Accountability: 
Strategic Oversight & Governance
•    Strategic ownership and governance of the ServiceNow Change Management module, ensuring full alignment with ITIL principles, internal governance policies, and FAB’s enterprise control framework.
•    Ensures the platform effectively supports the bank’s operational resilience agenda, risk management obligations, and regulatory compliance requirements.
•    Oversees BAU change governance activities, including comprehensive risk assessments, impact evaluations, and adherence to mandated approval workflows.
•    Supports regional change governance forums to drive consistent adoption of policies, standards, and best practices across all international locations.

Platform Ownership & Continuous Improvement
•    Serves as the functional owner and subject matter expert for the ServiceNow Change Management module, leading enhancements, backlog prioritization, and defect remediation to maintain platform integrity and usability.
•    Drives roadmap development and capability uplift initiatives, including workflow optimization, automation enablement, reporting enhancements, and user experience improvements.
•    Works closely with architects, business analysts, and development teams to ensure requirements are accurately defined, designed and delivered in line with enterprise quality expectations.

Testing, Validation & Quality Assurance
•    Leads and executes User Acceptance Testing for all module‑related enhancements, configuration updates, and defect fixes.
•    Validates ServiceNow Releases/Stories to ensure they meet functional, operational, risk, and governance standards prior to production deployment.
•    Conducts comprehensive Post‑Implementation Reviews to assess change outcomes, identify process or control gaps, and integrate lessons learned into ongoing improvement cycles.

Stakeholder Engagement & SPOC Responsibilities
•    Acts as the designated Single Point of Contact (SPOC) for all queries, support needs, and requirements related to the ServiceNow Change Management module.
•    Provides expert advisory to stakeholders on change process compliance, platform capabilities, and adherence to FAB governance expectations.
•    Fosters strong collaboration across technology domains, service management teams, and governance bodies to drive consistent adoption and effective use of Change Management processes.

Agile Delivery Participation
•    Represents the Change Management function within Agile delivery squads, participating in sprint planning, backlog refinement, sprint reviews, and retrospectives.
•    Ensures change‑related risks, requirements, and control considerations are effectively incorporated throughout the development lifecycle to support stable, compliant, and predictable delivery.

SKILLS, QUALIFICATIONS & EXPERIENCE: 

Education:
Bachelor’s degree in Computer Engineer, Information Systems, or a related field.

Experience & Skills:
•    10+ years of progressive experience across IT Service Management, Change Management, and IT Governance disciplines. 
•    Extensive hands-on expertise with the ServiceNow platform, with deep functional proficiency in the Change Management module. 
•    Demonstrated capability in coordinating UAT cycles, conducting release readiness assessments, and executing comprehensive post implementation review activities. 
•    Proven experience operating within banking and financial services environments, adhering to rigorous governance, control, and regulatory frameworks. 
•    Strong background in Agile delivery methodologies, collaborating effectively with cross functional technology and product teams.
•    Demonstrated mastery in ITIL-based Change Management (v4/v5), with a proven ability to architect, own, and continuously evolve change policies, process design, stakeholder management, and governance at an enterprise scale.
•    Outstanding communication, negotiation, and stakeholder engagement skills; adept at translating complex technical concepts for diverse audiences and bridging the gap between IT and business functions.
•    Extensive hands-on experience in ServiceNow-based ITSM environments, with deep expertise across Change Management modules, workflow automation, and advanced reporting/analytics tools.
•    Demonstrates a strong track record of working in highly regulated, complex, and fast-paced environments, with a focus on risk mitigation, compliance, and operational excellence.

Preferred Qualifications:
•    ITIL v4 / v5 certification (Foundation or higher) or equivalent recognized industry credentials.
•    Significant experience in large enterprise settings, ideally within banking, financial services, or similarly regulated industries.
•    Advanced proficiency with service management platforms (ServiceNow) for end-to-end change tracking, reporting, and process optimization.
•    Additional certifications or formal training in process improvement, governance, organizational Change Management, or related methodologies (e.g., Lean, Six Sigma, Prosci) are highly desirable.

Key Competencies and Behavioral Attributes:
•    Strategic Communication: Exceptional written and verbal communication skills; able to influence, inspire, and align stakeholders at all organizational levels.
•    Collaboration & Influence: Proven ability to lead, motivate, and build consensus across cross-functional and geographically dispersed teams.
•    Process Excellence: Demonstrated commitment to process maturity, compliance, and the pursuit of operational excellence through innovation and best practices.
•    Analytical & Critical Thinking: Advanced skills in analyzing change metrics, audit results, and stakeholder feedback to drive data-driven improvements and strategic decision-making.
•    Accountability & Ownership: High degree of personal ownership for process outcomes, risk management, and the delivery of service excellence.
•    Stakeholder Engagement: Builds and sustains strong relationships, fostering a culture of transparency, accountability, and continuous improvement throughout the organization