Senior ServiceNow Business Analyst

Raymond James is seeking a Sr. ServiceNow Business Analyst for the ServiceNow 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 ServiceNow platform. As a Sr. ServiceNow 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. Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future. Travel: Less than 25%.

Responsibilities

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; Establish story/request acceptance criteria, necessary metrics, and overall intent/goal; Translate technical complexities to business owners to drive solutions; Communicate and coordinate between the relevant business owners and the agile development team; Ensure the team has a clear understanding of end-user stories to be developed in the system; Create and maintain issue logs, facilitate working sessions, remove ambiguity, manage dependencies, and drive decision readiness; Assist in the ownership of process standards, catalog governance, workflow modernization, risk reduction, and continuous improvement; Participate in testing and reviews by representing business owner's interests and coordinating with them to elicit feedback; Perform other duties and responsibilities as assigned

Requirements

Solid background in business process and requirements gathering; Minimum of 3-6 years of experience documenting and analyzing business processes in the form of end-user agile stories; Experience within ITSM, ITOM, ServiceNow processes; High School (HS) education (Required); General experience of 7 to 12 months

Nice to have

Scrum Master skills

Benefits

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); parental leave