ServiceNow Governance Analyst

Job Summary

The Service. Now Governance Analyst is responsible for supporting and advancing the IT Governance program through both process support and technical enablement. This includes IT policy, procedures and standards coordination and oversight, IT Asset Management (ITAM), first line of defense (1LOD) risk management and control testing, third party risk management support, and audit and regulatory support.

The analyst also engineers solutions on the Service. Now (SNOW) Platform, including workflow development, system integrations and backend configuration to automate governance processes, strengthen CMDB data quality and enhance reporting capabilities. This position also provides support for IT communications for change management and incident support.

Key Responsibilities

Assist with the design, development, maintenance, and enhancement of Service. Now 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.

Support IT governance activities by maintaining 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 (1LOD) risk management activities. Support third-party risk management processes, 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 while maintaining compliance with governance requirements. Participate in Service. Now platform upgrades, patching, testing, technical documentation, and system enhancements to support operational effectiveness and regulatory expectations.

Maintain and update IT governance collaboration sites, governance documentation, and reporting tools to promote effective communication and information sharing. Support IT communications related to change management, incident management, and other technology operational activities. Perform other duties and special projects as assigned.

Compliance Responsibilities Complies with all applicable state and federal banking laws, regulations, and internal policies related but not limited to lending, operations, and deposit requirements, including Bank Secrecy Act (BSA), Anti-Money Laundering (AML) requirements, Office of Foreign Assets Control (OFAC) regulations, Customer Identification Program (CIP) requirements, Financial Elder Abuse reporting laws, Sexual Harassment prevention policies, information security and privacy requirements.

Required Knowledge Working knowledge of IT Service Management (ITSM) and IT Asset Management (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 Service. Now platform administration, configuration management, and CMDB concepts. Knowledge, Skills and Abilities Excellent verbal, written, and interpersonal communication skills, including active listening and effective follow-through.

Strong organizational skills with exceptional attention to detail and accuracy. Self-motivated with the ability to work independently while contributing effectively in a collaborative team environment. Flexible, adaptable, and results-oriented with a strong commitment to customer service. Ability to exercise discretion and maintain confidentiality when handling sensitive information.

Demonstrated ability to learn new technologies, processes, and regulatory requirements quickly. Strong problem-solving skills and a proactive approach to identifying and implementing process improvements. Commitment to continuous professional development through training, certifications, networking, and ongoing learning opportunities.

Ability to obtain and maintain ITIL Foundation certification and other relevant professional certifications as required. Demonstrates a positive attitude, strong work ethic, accountability, and commitment to supporting the Bank's strategic goals and culture. Equipment Operated Operates standard electronic computers and customary office equipment required to perform essential job functions.

Use of equipment is required, with or without reasonable accommodation, in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA). Physical Requirements & Work Environment The physical demands and work environment characteristics described below are representative of those that must be met by an employee to successfully perform the essential functions of this position.

Nothing in this description is intended to limit the availability of reasonable accommodation under applicable law. Ability to perform repetitive movements associated with office and computer-based work. Ability to sit and or stand for extended periods of time to perform essential job functions. Ability to lift, carry, or move objects weighing up to 25 pounds, with or without reasonable accommodation.

Ability to use hands and fingers to manage, manipulate, or feel objects and operate standard office equipment. Work is primarily performed in an office environment with a controlled temperature and standard office conditions.

Education and Experience

Bachelor's degree or equivalent combination of education and experience required. ITIL Foundation Certification (current version) preferred or ability to obtain certification within a defined timeframe. Service. Now Certified System Administrator (CSA) certification preferred or willingness to pursue certification. Three (3) years of experience supporting IT governance, IT service management, asset management, risk management, or compliance functions.

Three (3) years of hands-on experience administering and maintaining IT policies, procedures, standards, and governance processes. Minimum Absence Requirement Some positions within the Bank have been designated as sensitive positions due to access to critical systems, records, or processes. In accordance with Bank policy and sound internal‑control practices, employees in sensitive positions are required to complete a mandatory consecutive absence from essential duties each calendar year to support segregation of duties and independent review.

The required absence will be scheduled in coordination with management to ensure continuity of operations. Administration of absence, including paid or unpaid status, will comply with all applicable federal, state, and local wage and hour and leave laws, including California requirements. Required Minimum Absence for This Position: Two (2) Consecutive Weeks Officer Title Eligibility For qualified positions, the Bank may designate an Officer Title based on the role’s job level, scope of responsibility, and alignment with established competency frameworks.

Eligibility for an Officer Title designation is contingent upon the employee meeting defined competency, performance, and experience requirements and is governed by applicable Bank policies, governance standards, and required approval processes. This position is not eligible for an Officer Title.

Compensation

The listed range represents the full compensation range for this position. Placement within the range will be determined based on factors including skills, relevant experience, job‑related qualifications, geographic location, and internal equity, in accordance with Bank compensation policies. Non‑Exempt Hourly Rate: $31.

50 – $50.50 per hour Disclaimer This job description is intended to describe the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other duties as assigned, consistent with business needs and applicable law.

Farmers and Merchants Bank of Long Beach reserve the right to modify, amend, or discontinue job duties or requirements at any time. Nothing in this job description creates a contract of employment, either express or implied, or alters the at‑will nature of employment. 10/08/2026