ServiceNow Governance Analyst

Farmers and Merchants Bank of Long Beach•Seal Beach, CA

About The Position

The ServiceNow Governance Analyst supports and advances the Bank’s 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 develops and maintains ServiceNow platform solutions, including workflows, integrations, and backend configurations, to automate governance processes, improve CMDB data quality, and enhance reporting. The position additionally supports IT communications for change management, incidents, and other technology operations. The role must comply with applicable state and federal banking laws, regulations, and internal policies, including requirements related to BSA, AML, OFAC, CIP, financial elder abuse reporting, sexual harassment prevention, information security, and privacy. This position is not eligible for an Officer Title. It is designated as a sensitive position and requires a mandatory two consecutive weeks of absence from essential duties each calendar year, scheduled in coordination with management.

Requirements

Bachelor's degree or 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 ITSM and ITAM processes, including reporting, metrics, and performance measurement.
Proficiency in Microsoft Office Suite applications, 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 platform administration, configuration management, and CMDB concepts.
Excellent verbal, written, and interpersonal communication skills, including active listening and effective follow-through.
Strong organizational skills and exceptional attention to detail and accuracy.
Ability to work independently and contribute effectively in a collaborative team environment.
Ability to handle sensitive information with discretion and maintain confidentiality.
Strong problem-solving skills and a proactive approach to process improvement.
Ability to learn new technologies, processes, and regulatory requirements quickly.
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 supporting 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 1LOD risk management activities.
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 audits, external audits, and regulatory examinations, maintaining compliance with governance requirements.
Participate in ServiceNow platform upgrades, patching, testing, technical documentation, and system enhancements.
Maintain IT governance collaboration sites, documentation, and reporting tools to promote communication and information sharing.
Support IT communications related to change management, incident management, and other technology operational activities.
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.
Perform other duties and special projects as assigned.