Senior ServiceNow Business Analyst: ITSM/ITOM, Hybrid Role

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

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.