Scrum Master

The role is wide reaching and highly outcome driven, you will be responsible for connecting with our customers, and collaborating with our Business Analysts, Customer Engagement Lead and developers to facilitate outcomes and unblock any blockers with a creative, and innovative approach that meet or exceed our customers' expectations. The role retains responsibilities across the delivery lifecycle to ensure that the solutions and outcomes delivered to our customers solve their challenges and deliver value as expected.

The role will be responsible for facilitating the Agile development process and ensuring the team follows Scrum principles and practices. You will play a crucial role in helping the team achieve their goals and deliver high-quality products on time.

The role will oversee the end-to-end delivery of software development projects, ensuring they are executed in an Agile and efficient manner. You will be responsible for coordinating activities between various teams, managing dependencies, and facilitating continuous improvement.

This role needs a combination of Agile, technical, communication, and facilitation skills to effectively guide the team and deliver successful ServiceNow projects.

This role relies heavily on effective collaboration at different levels of the organisation and includes ability to coach and develop peers to achieve greater success. The role works closely with the ESM Platform Engagement Lead, ITSM & ITOM Product Ownners, other Business Analysts, Customer Project Leads, Demand Manager, and other Agile Delivery Managers, Technical Architects, Software Developers and Release Managers to ensure that customer outcomes are delivered on-time and to expected quality standards.

**Tech Profile/Essential Skills**

**3+ years' experience as a Scrum Master or Agile Delivery Lead for ServiceNow products and solutions.**

**Have demonstrable experience of working on at least three separate, ServiceNow product implementations in global organisations.**

2+ years' experience working within an Agile Delivery environment.

Can prioritise their workload and that of their peers.

Have the ability to meet deadlines and remain resilient under pressure.

Possesses a pro-active, customer-focused approach, and have a passion for the continuous pursuit excellence.

Are self-organising, self-motivated, and can lead themselves.

Proactively develop and maintain ServiceNow product knowledge and/or certifications.

**Scrum Master Essential Skills**:
Facilitates meetings effectively, ensuring all participants are engaged, and the desired outcomes are achieved.

Demonstrates effective communication skills in Scrum, as the Scrum Master needs to clearly convey roles, responsibilities, and expectations to the team members, stakeholders, and product owner.

Ability to identify and resolve problems within the team or project and address any conflicts that may arise.

Strong understanding of the principles and practices of Scrum is essential, including the roles, artifacts, events, and rules.

Needs to adopt a servant leadership style, always putting the needs of the team above their own and supporting the team to achieve their goals.

Constantly seek ways to improve the team's processes and practices, encouraging a culture of continuous learning and improvement.

Ability to adapt and be flexible as projects and team dynamics can change frequently. An experienced Scrum Master should be comfortable with uncertainty and willing to embrace change.

Able to gather, analyse, and interpret relevant data and metrics to help the team make data-driven decisions and identify areas for improvement.

Strong emotional intelligence to effectively understand and manage their own emotions and those of the team members, fostering a positive and collaborative environment.

**Agile Delivery Essential skills**:
Deep understanding of various Agile methodologies such as Scrum, Kanban, Lean, and SAFe. The ability to tailor these frameworks to meet specific project and organizational needs is crucial.

Proficiency in agile project management techniques, including user story creation, backlog grooming, sprint planning, conducting daily stand-up meetings, and facilitating retrospectives.

Demonstrates strong leadership skills to motivate and guide cross-functional teams.

Ability to manage and resolve conflicts, foster collaboration, and mentor team members.

Demonstrates effective communication and engagement with multiple stakeholders, including executives, product owners, business analysts, and development teams. The ability to manage expectations, provide regular project updates, and handle change requests.

Focus on continuous learning and improvement. Proactively seeking opportunities to enhance Agile practices, processes, and tools to optimize team productivity and deliver high-quality products.

Ability to identify and manage risks, issues, and dependencies that can impact project delivery and proactively address challenges and