Senior ServiceNow Business Analyst

Raymond James is seeking a Sr. Service Now Business Analyst for the Service Now Request Management Team within the Service Management Solutions team. The Request Management Team provides Service Catalog solutions and support across the entire Raymond James Organization built within Service Now platform. As a Sr. Service Now Business Analyst responsible for translating complex business needs into actionable requirements, driving stakeholder alignment, and supporting scalable Service Catalog solutions across the enterprise.

The role partners closely with business owners, development teams, and leadership to evaluate process impacts, define acceptance criteria, support governance standards, and deliver solutions that improve operational efficiency and user experience.

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.

Must have a solid background in business process and requirements gathering

Must have a minimum of 3 - 6 years of experience documenting and analyzing business processes in the form of end-user agile stories.

Must have experience within ITSM, ITOM, Service Now processes

Scrum Master skills would be preferred

• Manage stakeholders, owning intake analysis, leading requirements discovery, shaping solution direction, and driving outcomes across enterprise stakeholders
• Lead cross-functional conversations, influence without authority, coach stakeholders on requirements quality, and partner with product and development teams on prioritization and solution tradeoffs.
• Collect requirements, design solutions to meet business process and application requirements
• Establishes story/request acceptance criteria, necessary metrics, and overall intent/goal
• Translates technical complexities to business owners to drive solutions.
• Communication and coordination between the relevant business owners and the agile development team
• Ensures the team has a clear understanding of end-user stories to be developed in the system
• Create and maintain issue logs, facilitating working sessions, removing ambiguity, managing dependencies, and driving decision readiness
• Communication and coordination between the relevant business owners and the development teams
• Assist in the ownership of process standards, catalog governance, workflow modernization, risk reduction, and continuous improvement.
• Participates in testing and reviews by representing business owner’s interests and coordinating with them to elicit feedback
• Performs other duties and responsibilities as assigned

High School (HS) (Required)

General Experience - 7 to 12 months

Less than 25%

Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions.

This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.

Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit

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