IT Specialist - Change Management

Role overview

Change management and governance

• Manage the Change Management process in line with ITIL best practices, governance, and audit standards.
• Guide IT and business teams on when and how to engage the change process.
• Lead CAB meetings, risk evaluations, change approvals, and rollback planning.
• Assess technical, business, security, and compliance impacts of proposed changes.
• Maintain and communicate the Forward Schedule of Change.

Process improvement and technology

• Use CMDB records and dependency mapping to support impact analysis.
• Audit and improve the end-to-end change process to increase transparency and operational resilience.
• Align Change Management with Release and Deployment, DevOps, and CI/CD practices.
• Define ServiceNow Platform Analytics KPIs and drive automation initiatives.
• Evaluate ServiceNow capabilities including automation and GenAI for future enhancements.

Communication and adoption

• Lead customer-focused change communications aligned with organisational standards.
• Maintain processes, guidelines, work instructions, and related documentation.
• Develop and deliver structured training plans to drive adoption.
• Work across technical teams, business stakeholders, executives, and operational leaders.

Essential candidate specification

• Experience managing changes across multiple regions, time zones, and complex organisational structures.
• Strong ITSM experience across Change, Incident, and Problem Management aligned with ITIL.
• Governance, risk assessment, CAB leadership, decision documentation, and rollback planning expertise.
• Broad knowledge of servers, networks, cloud, hybrid infrastructure, dependency mapping, and CMDB impact analysis.
• Ability to influence technical, executive, and non-technical stakeholders.
• Experience delivering structured training and clear user-friendly documentation.
• Success 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 and welcomes candidates seeking career flexibility.
• The posting lists the contract type as permanent and the work pattern as full time.
• The listed location is Dubai, United Arab Emirates.

Benefits and culture

• Benefits include agile working, insurance coverage, leave provisions, career mobility, and global collaboration.
• The employer promotes an inclusive environment and opportunities for global employment and knowledge sharing.