IT Process Analyst - Service Management
Posted date [2026-05-27]
(ID: 45701)
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As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
Job Description and Requirements
IT Process Analyst - Service ManagementJob Snapshot
* Role: IT Process Analyst - Service Management
* Location: Abu Dhabi, United Arab Emirates
* Industry: Banking
* Function: Business Analysis-Research
* Experience: 2-3 years
* Job Type: Full-time
Position Overview
IT Process Analyst - Service Management in Abu Dhabi, United Arab Emirates is a Banking technology operations role focused on IT service process documentation, workflow modelling, business requirements gathering, incident process tracking, reporting, and continuous improvement. This opportunity is suitable for a detail-oriented analyst with experience in process documentation, data visualization, service reporting, project methodologies, and IT service improvement across a structured banking environment.
Job Details
Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: Business Analysis-Research
Salary: 12000-18000
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The IT Process Analyst - Service Management will support IT Services by creating clear process documentation, workflows, knowledge articles, self-service guidance, reports, and improvement recommendations. The role works closely with technology teams, service owners, support teams, delivery areas, and management to ensure processes are documented, monitored, improved, and aligned with agreed service levels.
This position contributes to better IT service quality by identifying process gaps, analysing service trends, supporting automation initiatives, tracking major incident management activities, and helping teams use reliable data to improve performance. The successful candidate will combine analytical thinking, technical writing, stakeholder coordination, and practical reporting skills to support IT service maturity and operational efficiency.
Key Responsibilities
* Create process documentation, workflow guides, knowledge articles, and self-service guidance for IT Services.
* Collect, document, and validate business requirements for projects, service improvements, and process automation initiatives.
* Facilitate process workflow modelling to support process improvement, automation opportunities, and clearly defined end-to-end use cases.
* Review service information, operational trends, and process outputs to confirm whether desired results and agreed service levels are being achieved.
* Conduct maturity assessments against process activities to identify improvement areas, risks, concerns, and control gaps.
* Identify issues, risks, inconsistencies, and process problems, then escalate them to management with clear supporting information.
* Participate in problem resolution activities and support teams in improving process outcomes.
* Track the major incident management process and ensure adherence to required escalation steps across support and delivery teams.
* Prepare incident details and supporting data for post-mortem incident reviews.
* Extract reports and provide high-level analysis of data for management and team review.
* Use data visualization tools and reporting methods to present trends, service performance, process gaps, and improvement opportunities.
* Collaborate with team members to create high-quality deliverables, service reports, process documents, and improvement recommendations.
* Identify recurring trends and use reliable data to suggest improvements in processes, deliverables, and service outcomes.
* Collect and monitor results of team initiatives, improvement actions, and process performance measures.
* Assist in building practice frameworks, guidelines, documentation standards, and service improvement approaches.
* Support business change activities by using analytical skills to understand process impact, stakeholder needs, and service requirements.
* Work effectively with internal teams in a cooperative, team-oriented, and professional manner.
* Apply project management methodologies such as Agile, Waterfall, and Iterative approaches where relevant.
* Use design thinking principles to support practical service improvements and user-focused process guidance.
* Support documentation and analysis related to cloud and AWS-enabled IT service environments where required.
Ideal Profile
* University degree in Computer Science, Information Technology, Business Information Systems, or equivalent experience.
* 2-3 years of relevant experience in IT services, business analysis, process improvement, service management, reporting, or technology operations.
* Practical experience generating process documentation, workflow diagrams, knowledge articles, reports, and service guidance.
* Hands-on experience with data visualization, trend analysis, and reporting tools.
* Proficiency in statistical languages or statistical software.
* Strong technical writing capability with the ability to create clear, structured, and useful documentation.
* Sufficient analytical skills to review data, identify trends, support process improvements, and prepare management insights.
* Understanding of project management methodologies, including Agile, Waterfall, and Iterative delivery.
* Understanding of design thinking practices and their use in process and service improvement.
* Awareness of cloud platforms, especially AWS, will be an advantage.
* Good written and oral communication skills, with direct customer communication experience considered valuable.
* Strong interpersonal, negotiation, and conflict resolution skills.
* Cooperative team player with initiative, positive attitude, quick learning ability, and willingness to take on new challenges.
* Confident, eager to learn, and able to work effectively in a collaborative banking technology environment.
Skills Set
* IT service process documentation
* Workflow modelling
* Business requirements gathering
* Process improvement
* Process automation support
* Knowledge article creation
* Self-service guidance
* Major incident management
* Incident post-mortem support
* Service level reporting
* Data visualization
* Report extraction
* Trend analysis
* Risk identification
* Issue tracking
* Maturity assessment
* Business analysis
* Technical writing
* Statistical software
* Statistical languages
* Agile methodology
* Waterfall methodology
* Iterative methodology
* Design thinking
* Cloud awareness
* AWS awareness
* Stakeholder coordination
* Team collaboration
* Process governance
* Continuous improvement
Why Join Us
This role offers practical exposure to IT service improvement and process management within a leading Banking institution in Abu Dhabi. It provides the opportunity to work with technology teams, service stakeholders, incident management processes, data reporting, automation initiatives, and continuous improvement practices.
The position is ideal for an analytical and documentation-focused professional who wants to grow in IT service management, business analysis, reporting, process maturity, and technology operations within a structured financial services environment.
About the Company
First Abu Dhabi Bank (FAB) is one of the UAE’s leading financial institutions, offering a broad range of Banking services across corporate, investment, retail, private banking, and global markets. FAB continues to strengthen its technology operations, digital platforms, governance standards, and service management practices to support reliable, secure, and customer-focused banking services across the UAE and wider region.
