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 del

Education: Bachelor’s degree in Computer Engineering, 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.

Strategic Oversight & Governance: Own and govern the ServiceNow Change Management module, ensure alignment with ITIL principles and enterprise control framework; oversee BAU change governance, risk assessments, impact evaluations, and approval workflows; support regional change governance for international locations. Platform Ownership & Continuous Improvement: Serve as functional owner and subject matter expert for ServiceNow Change Management; lead enhancements, backlog prioritization, defect remediation, roadmap development, and capability uplift; collaborate with architects, business analysts, and development teams to ensure requirements are delivered to enterprise quality standards. Testing, Validation & Quality Assurance: Lead and execute User Acceptance Testing for module enhancements, configuration updates, and defects; validate releases/stories against functional, operational, risk, and governance standards; conduct Post-Implementation Reviews to identify gaps and drive improvements. Stakeholder Engagement & SPOC Responsibilities: Act as Single Point of Contact for all Change Management module queries; provide advisory on change process compliance and platform capabilities; foster collaboration across technology domains and governance bodies. Agile Delivery Participation: Represent Change Management in Agile squads; participate in sprint planning, backlog refinement, sprint reviews, and retrospectives; ensure change-related risks, requirements, and controls are incorporated throughout the development lifecycle.