Manager, ServiceNow Solutions

Raymond James Financial, Inc.; Southfield (MI); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Raymond James Financial, Inc. is seeking a Manager, ServiceNow Solutions to lead a team of Business Analysts and Developers. You will drive delivery excellence and talent development across ServiceNow initiatives.

The role emphasizes demand/capacity planning, governance, risk, and compliance, and collaboration with business partners to align priorities with capacity. This hybrid position requires regular office presence and transformation leadership.

Qualifications

• 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.

Responsibilities

• Lead, coach, mentor, and develop a team of ServiceNow Business Analysts and Developers.
• Partner with Demand Management and leadership to align incoming work with available team capacity.
• Serve as a primary point of contact for business stakeholders, process owners, and technology partners.
• Guide and oversee business analysis activities including requirements gathering, process evaluation, solution design, and user story development.
• Drive consistent processes, standards, and ways of working across the Solutions team.
• Ensure compliance with established ServiceNow governance processes, architecture standards, and SDLC requirements.

Skills

Leadership

Stakeholder management

Communication

Agile delivery

Prioritization/execution

Resource planning

Tools

ServiceNow

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 ServiceNow platform and ServiceNow application delivery

• Knowledge of Agile, Scrum, Kanban, and Software Development Life Cycle (SDLC) methodologies

• Experience supporting enterprise platforms and large-scale technology initiatives

• ServiceNow, 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 ServiceNow 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 ServiceNow governance processes, architecture standards, and SDLC requirements.

Success Measures

The Manager, ServiceNow 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 ServiceNow platform

• Supporting the organization's transition toward scalable, sustainable, and internally managed ServiceNow 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 ServiceNow organization.