Senior ServiceNow Business Analyst

Raymond James Financial, Inc.; Memphis (TN); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Raymond James Financial, Inc. seeks an IT Business Analyst to advance process discovery and requirements across ITSM and ServiceNow environments. You will collaborate with product and development teams to translate business needs into actionable user stories and define acceptance criteria.

Ideal candidates bring 3–6 years of experience, stakeholder management, and a Scrum-friendly mindset. The role supports hybrid work from a Raymond James office, with in-person days required.

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, ServiceNow processes.
• Scrum Master skills preferred.

Responsibilities

• Manage stakeholders, owning intake analysis and requirements discovery.
• Lead cross-functional conversations and coach on requirements quality.
• Collect requirements and design solutions meeting business needs.
• Establish acceptance criteria, metrics, and project goals.
• Translate technical concepts to business owners to drive solutions.
• Coordinate between business owners and the agile development team.
• Ensure the team understands end-user stories to be developed.
• Create issue logs, run sessions, manage dependencies and decisions.

Skills

Requirements gathering

Business process analysis

ITSM

ITOM

ServiceNow

Scrum Master

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.

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