Senior ServiceNow Business Analyst

Raymond James • Southfield, FL

20h • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• Scrum Master skills would be preferred

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

Benefits

• medical
• dental
• vision
• life insurance
• critical illness insurance and accident insurance
• disability benefits
• retirement savings
• paid time off (including vacation, holidays, and sick leave)
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED