IT Specialist - Change Management

Role Overview

Change Governance

• Manage the Change Management lifecycle in alignment with ITIL best practices, audit standards, and organizational governance.
• Lead CAB meetings, evaluate change risks and impacts, drive accountability for approvals and rollback plans, and maintain the Forward Schedule of Change.
• Audit current practices and improve transparency, operational resilience, process maturity, and readiness for automation.

Technical and Process Integration

• Assess technical, business, security, and compliance impacts of proposed changes and recommend mitigation strategies.
• Work with asset and configuration specialists on CMDB records, dependency mapping, and impact analysis.
• Align Change Management with Release and Deployment practices, DevOps, and CI/CD pipelines.

Reporting and Enablement

• Define and manage change KPIs in ServiceNow Platform Analytics to identify bottlenecks and automation opportunities.
• Lead customer-focused change communications and maintain processes, guidelines, work instructions, and other documentation.
• Develop training plans, support adoption, and evaluate ServiceNow capabilities including automation and GenAI.

Essential Candidate Specification

• Experience managing changes across multiple regions, time zones, and complex organizational structures.
• Strong ITSM experience across Change, Incident, and Problem processes aligned with ITIL best practices.
• Governance and risk assessment expertise, including CAB leadership, documented decisions, and rollback planning.
• Broad knowledge of servers, networks, cloud, hybrid environments, dependency mapping, and CMDB impact analysis.
• Ability to influence technical, executive, and non-technical stakeholders and produce clear documentation.
• Experience evolving Change Management, embedding automation, driving ITIL maturity, and supporting audits.

Desirable Qualifications

• ITIL 4 Foundation or higher certification.
• ServiceNow Certified System Administrator or higher certification.
• Familiarity with the Service Desk Institute framework.
• Experience with ServiceNow Platform Analytics reporting capabilities.

Working Arrangements

• The employer supports flexible working arrangements and is open to discussing work-life balance and flexibility at interview stage.

Benefits

• Benefits include agile working, leave programs, life and medical insurance, career mobility, global employment opportunities, and knowledge sharing.

Compliance Note

• The posting states that candidates must hold valid Right to Work documentation in India, which is inconsistent with the stated Dubai, United Arab Emirates location.