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Job Description

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 2-3 per week averaging 10-12 days per month.

Job Summary:

Responsible for overseeing the operations and governance for the IT Asset Management, IT Configuration, and Operations team within Raymond James’ Technology department. This function is responsible for governing the intake processes for platform requests by other IT functions and our end users. The function is focused on improving and enhancing the management of governance processes to ensure the team is operating efficiently.

Responsibilities:

• Defining, managing and governing IT Asset & Configuration Management and Operations Intake Processes including: Software Asset, Hardware Asset, Asset Disposal, Asset Audit

• Understand, support and redefine governance process across several ITSM areas, including: Configuration Management: Manage monthly/yearly attestations for CI owners, mentor organization on process policies and procedures, etc. ITAM: Manage end user communications, actively update and enhance request workflow process, define approval workflows, actively work with stakeholders, etc. Operations: govern least privileged access control, define guidelines and processes

• Experience with Service Now platform is preferred but not required

• Drive automation of ITSM Processes, identifying opportunities for enhancements or efficiencies

• Implement company-wide policies and procedures; continuously review for relevance and monitor activity to ensure compliance.

• May perform quality assurance on databases, systems, audits, and scans.

• Support IT Asset & Configuration Management day to day activities.

• Performs other duties and responsibilities as assigned.

• Collate and analyze data using preset tools, methods, and formats. Involves working independently.

• Support and contribute to the documentation of "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record accurately the change required.

• Support collection of business requirements using a variety of methods, such as interviews, document analysis, and workflow analysis, to express requirements clearly and succinctly.

• Identify, elicit, and document project/process requirements, using appropriate modeling technique, if required. Analyze requirements and validate with original users, eliminating confusion. Define the testing scripts and verification criteria to ensure requirements are met. Maintain documentation and traceability throughout project.

• Contribute to development of existing and new applications by analyzing and identifying areas for modification and improvement. Contribute to development of new applications to meet customer requirements.

Skills:

• Knowledge of ServiceNow experience preferred.

• Knowledge of Financial services industry experience preferred.

• Knowledge of Process logic and how business processes work

• Basic concepts, principles, and practices of IT Service Management

• Analytical thinking and problem solving ABILITIES

• Knowledge of data analysis, imports, audits, and reporting skills

• Knowledge of Microsoft Office Products

• Knowledge of ServiceNow Solutions preferred (ITSM, SAM Pro, HAM, etc.), but not required

• Works without supervision and provides technical guidance when required on analyzing data from multiple sources to draw appropriate conclusions and make suitable recommendations.

• Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making.

• Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.

• Works without supervision and provides technical guidance when required on developing software using programming languages.

• Works with full competence to conduct gap analysis between current and future states to identify components of the overall change strategy. Typically works without supervision and may provide technical guidance.

Licenses/Certifications:

• Ability to complete ServiceNow Administration Fundamentals course

Education

Bachelor’s: Accounting, Bachelor’s: Business Administration, Bachelor’s: Computer and Information Science, High School (HS) (Required)

Work Experience

General Experience - 7 to 12 months

Certifications

Travel

Workstyle

Hybrid

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.