Principal Analyst, Change Management; Emiratised

Key Accountabilities

The Principal Analyst – Change Management ensures service quality and operational stability by owning and governing the Service Now 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. 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.

• Strategic ownership and governance of the Service Now 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.

• Serves as the functional owner and subject matter expert for the Service Now 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.

• Leads and executes User Acceptance Testing for all module‑related enhancements, configuration updates, and defect fixes.
• Validates Service Now 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.

• Acts as the designated Single Point of Contact (SPOC) for all queries, support needs, and requirements related to the Service Now 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.

• 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.

Bachelor’s degree in Computer Engineering, Information Systems, or a related field.

• 10+ years of progressive experience across IT Service Management, Change Management, and IT Governance disciplines.
• Extensive hands‑on expertise with the Service Now 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…