Senior ServiceNow Business Analyst

Raymond James; Memphis (TN); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Raymond James is seeking a Sr. ServiceNow Business Analyst to support the ServiceNow Request Management Team. The role translates complex business needs into actionable requirements and partners with business owners, development teams, and leadership to improve efficiency and user experience.

The position is hybrid, requiring three days per week in an office, with a focus on governance, process standards, and scalable catalog solutions across the enterprise.

Qualifications

• Solid background in business process and requirements gathering.
• 3–6 years documenting and analyzing business processes as end-user agile stories.
• Experience within ITSM, ITOM, and ServiceNow processes; Scrum Master skills preferred.

Responsibilities

• Manage stakeholders, ownership of intake analysis, discovery, and outcomes across enterprise stakeholders.
• Lead cross-functional conversations, coach on requirements quality, prioritize with product and development teams.
• Translate requirements into actionable user stories and acceptance criteria.
• Ensure clear end-user stories for the agile development team and drive solution directions.

Skills

Business analysis

Requirements gathering

ITSM

ITOM

ServiceNow

Stakeholder management

Education

High School diploma

Job description

Job Description Summary

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.

Job Description Summary

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.

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.

Experience

• 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, ServiceNow processes
• Scrum Master skills would be preferred

Essential Duties And 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
• 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

Education

High School (HS) (Required)

Work Experience

General Experience - 7 to 12 months

Travel

Less than 25%

Workstyle

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 Myrjbenefits.com.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

We Expect Our Associates At All Levels To

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive.

The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.