Principal Analyst, Change Management (Emiratised Role)

Key Accountabilities

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.

, Qualifications & Experience

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