Manager, ServiceNow Solutions

Job Description Summary

The Manager, ServiceNow Solutions is responsible for leading a team of ServiceNow Business Analysts and Developers that support both Run-the-Business (RTB) operations and the delivery of enhancements and strategic initiatives across the ServiceNow platform.

Reporting to the Director, ServiceNow, this role provides people leadership, delivery oversight, resource management, and operational governance for a team aligned to the ServiceNow demand pipeline. The Manager, ServiceNow Solutions is accountable for ensuring the successful execution of platform enhancements, managing team capacity and priorities, fostering a high-performing culture, and maintaining strong partnerships with business stakeholders, architecture, engineering, and platform leadership teams.

This role serves as the primary leader for the Solutions organization, balancing day-to-day operational support with longer-term strategic delivery while driving accountability, transparency, and continuous improvement across the team.

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.

Education

High School (HS) (Required)

Work Experience

General Experience - 3 to 6 years

Certifications

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.

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