Principal Analyst, Change Management (Emiratised Role)

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 user acceptance testing (UAT), validates release readiness, and conducts post-implementation reviews (PIRs) to reinforce process discipline and strengthen change outcomes. As the module’s single point of contact (SPOC), the role provides expert guidance on process compliance and platform capabilities, supporting stakeholders across technology and business domains.

Key Responsibilities

• Strategic ownership and governance of the ServiceNow Change Management module, ensuring full alignment with ITIL principles and internal governance policies.
• Oversees BAU change governance activities, including comprehensive risk assessments, impact evaluations, and adherence to mandated approval workflows.
• Acts as the designated Single Point of Contact (SPOC) for all queries, support needs, and requirements related to the ServiceNow Change Management module.
• Drives roadmap development and capability enhancement initiatives, including workflow optimization, automation enablement, reporting enhancements, and user experience improvements.
• Collaborates closely with architects, business analysts, and development teams to ensure requirements are accurately defined and delivered in line with enterprise quality expectations.

Requirements

• 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 ServiceNow platform, particularly in the Change Management module.
• Proven experience operating within banking and financial services environments, adhering to rigorous governance and regulatory frameworks.
• Strong background in Agile delivery methodologies, collaborating effectively with cross-functional technology and product teams.
• ITIL-based Change Management (v4/v5) proficiency, with ability to architect and evolve change policies and governance at an enterprise scale.
• Excellent communication, negotiation, and stakeholder engagement skills; able to bridge the gap between IT and business functions.

Preferred Qualifications

• ITIL v4 / v5 certification (Foundation or higher) or equivalent recognized industry credentials.
• Significant experience in large enterprise settings, ideally within banking or financial services.
• Advanced proficiency with service management platforms for end-to-end change tracking, reporting, and process optimization.
• Additional certifications or formal training in process improvement, governance, or related methodologies are highly desirable.

Summary
The Principal Analyst – Change Management is responsible for the governance, enhancement, and operational oversight of the ServiceNow Change Management module within the company’s IT Service Management framework. This role ensures that the platform effectively supports the organization’s Change Management processes while maintaining compliance with governance standards, regulatory requirements, and ITIL best practices.