Scrum Master, ServiceNow

Job Summary:
We are seeking a seasoned Scrum Master with deep expertise in Agile execution and ServiceNow ecosystems. In this role, you will be responsible for leading and facilitating Agile development methodologies across multiple ServiceNow teams focused on delivering high impact solutions for Customer Service Management (CSM), IT Service Management (ITSM), IT Asset Management (ITAM), Enterprise Architecture (EA), Governance, Risk, and Compliance (GRC), Security Operations (SecOps), and Strategic Portfolio Management (SPM). The ideal candidate will be a servant leader, coach, and facilitator, with a deep understanding of Scrum principles and practices, and a passion for driving team performance and delivering value to our stakeholders. Prior exposure to the healthcare industry is a significant plus, enabling faster impact on patient-centric innovation, regulatory compliance, and care delivery transformation.

Key Responsibilities:

• Scrum Leadership and Delivery Expertise:
• Lead Agile execution at scale across multiple concurrent ServiceNow workstreams
• Drive outcomes through expert facilitation of program-level and team-level ceremonies (PI Planning, Sprint Planning, Syncs, Reviews, Retros)
• Pro-actively collaborate and remove impediments and roadblocks that are hindering the team's progress
• Team Coaching & Mentoring:
• Coach and mentor development teams on Agile and Scrum principles and practices.
• Help teams become self-organizing and cross-functional
• Promote collaboration and communication within and across teams
• Champion agile maturity and metrics driven approach to delivery thereby creating transparency across teams/stakeholders etc
• Product Backlog Management:
• Work with the Product Owner to maintain a well-defined and prioritized product backlog.
• Ensure that user stories are clear, concise, and testable.
• Facilitate backlog refinement sessions.
• Stakeholder Management:
• Collaborate with stakeholders to understand their needs and expectations.
• Communicate project status and progress to stakeholders
• Manage stakeholder expectations and responsible to translate it to the teams for better outcomes
• Continuous Improvement:
• Identify and implement process improvements to enhance team efficiency and effectiveness.
• Promote a culture of continuous learning and improvement.
• Track and report on team performance metrics.
• ServiceNow Expertise:
• Possess an expert level understanding of the ServiceNow platform and its capabilities, particularly in the areas of CSM, ITSM, ITAM, EA, GRC, SecOps, and SPM.
• Stay up to date on the latest ServiceNow features and releases and suggest relevant changes to be implemented in the current/future processes
• Share ServiceNow knowledge and best practices with the team.

Qualifications & Skills:

• Experience:
• 8+ years of experience as a Scrum Master, preferably in a ServiceNow environment for 5 years as agile delivery lead/coach/scrum lead
• Experience working with multiple Scrum teams simultaneously to deliver outcomes and manage stakeholder expectations
• Experience with ServiceNow modules such as CSM, ITSM, ITAM, EA, GRC, SecOps, and SPM.
• Certifications:
• Certified Scrum Master (CSM) or equivalent certification is required.
• Agile certifications (e.g., PMI-ACP) are a plus.
• Technical Skills:
• Familiarity with Agile development tools (e.g., Jira, Azure DevOps).
• Basic understanding of software development principles
• Soft Skills:
• Excellent communication, facilitation, and interpersonal skills
• Strong problem-solving and conflict-resolution skills.
• Ability to influence and persuade others.
• Servant leadership mindset

Experience:

• 3+ years of experience as a Scrum Master, preferably in a ServiceNow environment.
• Experience working with multiple Scrum teams simultaneously.
• Experience with ServiceNow modules such as CSM, ITSM, ITAM, EA, GRC, SecOps, and SPM.
• Certifications:
• Certified Scrum Master (CSM) or equivalent certification is required.
• Agile certifications (e.g., PMI-ACP) are a plus.
• Technical Skills:
• Familiarity with Agile development tools (e.g., Jira, Azure DevOps).
• Basic understanding of software development principles.
• Soft Skills:
• Excellent communication, facilitation, and interpersonal skills.
• Strong problem-solving and conflict-resolution skills.
• Ability to influence and persuade others.
• Servant leadership mindset.

Why Join Us?

• Be part of a dynamic and innovative team.
• Work on challenging and impactful projects that improve healthcare delivery.
• Opportunity to grow your skills and knowledge in ServiceNow and Agile methodologies.
• Competitive salary and benefits package.