Manager, ServiceNow Solutions

** Job Description Summary
** The Manager, Service Now Solutions is responsible for leading a team of Service Now Business Analysts and Developers that support both Run-the-Business (RTB) operations and the delivery of enhancements and strategic initiatives across the Service Now platform.
Reporting to the Director, Service Now, this role provides people leadership, delivery oversight, resource management, and operational governance for a team aligned to the Service Now demand pipeline. The Manager, Service Now Solutions is accountable for ensuring the successful execution of platform enhancements, managing team capacity and priorities, fostering a high-performing culture, and maintaining strong partnerships with business stakeholders, architecture, engineering, and platform leadership teams.
This role serves as the primary leader for the Solutions organization, balancing day-to-day operational support with longer-term strategic delivery while driving accountability, transparency, and continuous improvement across the team.
** Job Description
***** This role is a hybrid workstyle: with the associate expected to work from a Raymond James office location at least three days per week, including either Monday or Friday.
****** Raymond James’ work environment is designed to reinforce our values-based culture while supporting the competitiveness, profitability, and long-term growth of our firm.
*****
* Please note:

This role is not eligible for Work Visa sponsorship, either currently or in the future.**
* *
* Qualifications:

*
* Required:

* 7+ years of experience in technology delivery, business analysis, application development, or platform solutions
* 3+ years of experience leading technical, analyst, or delivery-focused teams
* Experience managing operational support and project-based delivery within Agile environments
* Strong leadership, communication, stakeholder management, and organizational skills
* Demonstrated ability to balance multiple priorities and drive execution across complex initiatives
* Experience with resource planning, workload management, and delivery oversight

Preferred:
* Experience with the Service Now platform and Service Now application delivery
* Knowledge of Agile, Scrum, Kanban, and Software Development Life Cycle (SDLC) methodologies
* Experience supporting enterprise platforms and large-scale technology initiatives
* Service Now, Agile, Scrum, PMP, or related certifications
* Experience leading teams through organizational growth, transformation, or delivery model changes  
** Responsibilities:
** People Leadership & Talent Development
* Lead, coach, mentor, and develop a team of Service Now Business Analysts and Developers Demand, Capacity & Resource Management
* Partner with Demand Management and leadership to align incoming work with available team capacity

Stakeholder Management & Business Partnership
* Serve as a primary point of contact for business stakeholders, process owners, and technology partners.

Solution Delivery & Analysis Oversight
* Guide and oversee business analysis activities including requirements gathering, process evaluation, solution design, and user story development

Operational Excellence & Continuous Improvement
* Drive consistent processes, standards, and ways of working across the Solutions team Governance, Risk & Compliance
* Ensure compliance with established Service Now governance processes, architecture standards, and SDLC requirements.  Success Measures The Manager, Service Now Solutions will be successful by:
* Building and developing a high-performing team of Business Analysts and Developers
* Delivering strategic initiatives and operational commitments predictably and efficiently
* Ensuring effective alignment between business priorities, demand, and team capacity
* Improving stakeholder satisfaction through transparency, communication, and delivery excellence
* Strengthening operational discipline, governance, and delivery processes across the Service Now platform
* Supporting the organization's transition toward scalable, sustainable, and internally managed Service Now capabilities  This role is ideal for a leader who combines strong people management skills with operational and delivery expertise and can effectively balance strategic initiatives with the day-to-day needs of a growing Service Now organization.
** Education
* * High School (HS) (Required)
** Work Experience
** General Experience - 3 to 6 years
** Certifications
* *** Travel
* * Less than 25%
** Workstyle
* * Hybrid The total…