ServiceNow Governance Analyst
About The Position
The ServiceNow Governance Analyst supports and advances the IT Governance program through process support and technical enablement. The role coordinates and oversees IT policies, procedures, and standards; supports IT Asset Management (ITAM), first line of defense (1LOD) risk management and control testing, third-party risk management, and audit and regulatory activities. It also engineers solutions on the ServiceNow platform, including workflow development, system integrations, and backend configuration to automate governance processes, improve CMDB data quality, and enhance reporting. The position additionally supports IT communications for change management and incident activities. The role must comply with applicable state and federal banking laws, regulations, and internal policies, including requirements concerning BSA, AML, OFAC, CIP, financial elder abuse reporting, sexual harassment prevention, information security, and privacy. This position is designated as sensitive and requires a mandatory consecutive absence of two weeks each calendar year, scheduled in coordination with management. The position is not eligible for an Officer Title.
Requirements
- Bachelor's degree or an equivalent combination of education and experience.
- Three years of experience supporting IT governance, IT service management, asset management, risk management, or compliance functions.
- Three years of hands-on experience administering and maintaining IT policies, procedures, standards, and governance processes.
- Working knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) processes, including reporting, metrics, and performance measurement.
- Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
- Working knowledge of REST APIs, JSON/XML, and data integration concepts.
- Working knowledge of JavaScript and workflow automation principles.
- Understanding of IT governance, risk management, compliance, and control practices.
- Familiarity with ServiceNow administration, configuration management, and CMDB concepts.
- Strong verbal, written, interpersonal, organizational, and problem-solving skills, with attention to detail, discretion, adaptability, customer-service orientation, and ability to work independently and collaboratively.
- Ability to learn technologies, processes, and regulatory requirements quickly and to identify and implement process improvements.
- Ability to obtain and maintain ITIL Foundation certification and other relevant professional certifications as required.
- Ability to perform repetitive office and computer-based movements, sit or stand for extended periods, lift, carry, or move objects weighing up to 25 pounds, and operate standard office equipment, with or without reasonable accommodation.
Nice To Haves
- Current ITIL Foundation Certification or ability to obtain it within a defined timeframe.
- ServiceNow Certified System Administrator (CSA) certification or willingness to pursue certification.
Responsibilities
- Design, develop, maintain, and enhance ServiceNow workflows, configurations, integrations, and automation solutions that support IT governance processes.
- Administer and maintain the CMDB, including Discovery, Service Graph connectors, and related data sources, to ensure data integrity, completeness, and accuracy.
- Maintain IT policies, procedures, standards, risk assessments, control documentation, and governance repositories.
- Execute and document IT risk and control testing, validate control effectiveness and evidence, and support first line of defense risk management.
- Support third-party risk management, including SOC report reviews, CUEC monitoring, vendor certification requirements, and coordination with vendor owners on contracts and service agreements.
- Prepare documentation and reports for internal and external audits and regulatory examinations, and maintain compliance with governance requirements.
- Participate in ServiceNow platform upgrades, patching, testing, technical documentation, and system enhancements.
- Maintain and update IT governance collaboration sites, documentation, and reporting tools.
- Support IT communications related to change management, incident management, and other technology operational activities.
- Perform other duties and special projects as assigned.
- Comply with applicable banking laws, regulations, and internal policies, including BSA, AML, OFAC, CIP, financial elder abuse reporting, sexual harassment prevention, information security, and privacy requirements.
- Complete a mandatory two consecutive weeks of absence from essential duties each calendar year, coordinated with management.
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What This Job Offers
Job Type
Full-time
