Role Proficiency:

Partner with two to three business and technology teams to plan and execute their tactical and strategic work; delivering the vision of the business. Coach mentor and train multiple teams to deliver quality products and services. Work experience with scale.

Outcomes:

 Collaborate with Product Owners and multiple product teams with varying levels of Agile maturity to define product goals backlogs and roadmaps  Team coordination: Ensure teams operate with agreed team cadence. Provide support to help teams reflect learn and improve on their Agile practice  Dependency coordination: Work with teams to identify and manage interactive dependencies within a complex systems environment  Track and manage team Visual Management Boards: Help teams to maintain their team data and collateral; keeping relevant over time to changing needs of the business  Continuous improvement: Provide mentoring support to Product Owners and team members to refine their understanding of Agile practices  Support Product Owners in each team to engage inform influence and negotiate with stakeholders; using product backlogs (prioritized based on value) as the basis for discussions.  Act as a role model for Scrum Masters and Agile champion. Contribute to expanding the understanding and practice of Agile principles and values throughout the entire organization  Work with the teams to identify and mitigate impediments and risks to the program  Lead the teams through Agile training and enablement sessions. Experience working at scale as a Scrum Master for squads that operate following scaling operating models (programs tribes portfolios release trains etc..)

Measures of Outcomes:

Percent of increase in Agile maturity as defined by the maturity tools i.e. adoption of Agile practices and participation within the team Percent of achievement in OKRs or KPIs as defined for project / program Number of contributions to Scrum Master guilds to improve Agile adoption; creating sustainability

Outputs Expected:

Change Agent:

Facilitate team events to drive Agile practices (e.g. daily stand up
sprint planning
sprint reviews and sprint retrospectives). Conduct regular check-ins with all team members to provide performance feedback and offer coaching and mentoring Create and maintain team metrics to monitor and measure teams performance (e.g. Velocity
Burndown
CFD’s
cycle time
etc) Coach the team
the product owner and business stakeholders on Agile practices and processes (e.g. methodology
acceptance criteria
user stories
estimation
etc.) Provide training to the team on Agile concepts
various practices and frameworks
as required Effectively use a variety of collaboration tools (e.g. Mural
Miro
MS Teams
Zoom
etc) to stimulate collaboration and transparency Work closely with all teams in prioritization and planning new improvements initiatives. Apply quantitative management skills (e.g. using metrics to perform root-cause analysis
while implementing action items for continuous improvement) Coach
mentor and train junior Scrum Masters and new Product Owners. Schedule and deliver Agile related training to the organization.

Skill Examples:

Understand the business requirements and interact with SMEs at various stages of development Understand the customer's technology landscape and requirements Identify improvements for the release management process release schedule and plan Understand RACI Matrix and Governance Framework for related projects Promote continuous knowledge management The ability to cut through unnecessary work and focus only on the essentials Exhibits sound judgment under pressure with the ability to remain calm under stress Possesses motivation and coaching skills; guiding and supporting teams throughout a project The ability to think and make decisions quickly in rapidly changing circumstances  A true Servant leader with the relevant skills and competencies  The ability to work with challenging clients and stakeholders Demonstrate conflict resolution skills to effectively facilitate the team business stakeholders and project delivery.

Knowledge Examples:

Experience applying a variety of patterns and techniques for filling in the intentional gaps left in the Scrum approach (example: Retrospective formats handling bugs Backlog Prioritization collaboration team building techniques etc.) Passion for Agile software development. Understanding of fundamentals of software development processes and procedures. Recognizing the value of commitments to delivery made by a development team. Comprehension of incremental delivery and the benefit of metrics. Understand the necessity of backlog tracking and grooming burndown metrics velocity and task definition. Familiarity with common Agile practices and better development practices Willingness to adhere to and promote adopted methodologies tools and standards to ensure consistency and compliance with defined standards.

Additional Comments:

Job Title: ServiceNow Scrum Master Job Summary: We are seeking an experienced ServiceNow Scrum Master with 10+ years of experience as a Scrum Master or Project Manager, overseeing Agile delivery within the ServiceNow platform. The ideal candidate will facilitate Agile ceremonies, drive collaboration between teams, ensure adherence to Agile best practices, and support ServiceNow implementations across ITSM, ITOM, CSM, or other modules. The role requires deep knowledge of Agile frameworks, project management, and hands-on experience in ServiceNow implementations. ________________________________________ Key Responsibilities: Agile Leadership & Facilitation • Serve as a Scrum Master for one or more ServiceNow development teams, ensuring Agile principles are followed. • Facilitate Scrum ceremonies (Daily Stand-ups, Sprint Planning, Backlog Grooming, Sprint Reviews, and Retrospectives). • Coach teams on Agile best practices and continuously improve Scrum execution. • Remove impediments and blockers to ensure smooth project execution. • Ensure backlog prioritization aligns with business objectives and stakeholder expectations. ServiceNow Project & Product Delivery • Work closely with ServiceNow developers, architects, and business analysts to drive project execution. • Ensure timely delivery of ServiceNow platform enhancements, module implementations, and integrations. • Coordinate with stakeholders for requirement gathering, backlog grooming, and release planning. • Drive cross-team collaboration for ServiceNow upgrades, migrations, and system optimizations. Stakeholder & Risk Management • Partner with Product Owners, Business Stakeholders, and Technical Teams to align priorities. • Identify and mitigate risks in ServiceNow project delivery and development sprints. • Ensure teams deliver high-quality solutions that align with business needs and ServiceNow best practices. • Support organizational Agile transformation efforts, working with leadership to drive Agile adoption. Reporting & Metrics • Track and report Agile metrics (velocity, burndown charts, team capacity) to drive improvements. • Ensure transparency on sprint progress, risks, and impediments through JIRA, ServiceNow Agile Development, or other tools. • Support the establishment of KPIs to measure Agile effectiveness within ServiceNow projects. ________________________________________ Required Qualifications: Experience & Skills • 10+ years of experience as a Scrum Master or Project Manager leading Agile teams. • Strong ServiceNow platform experience with exposure to ITSM, ITOM, CSM, HRSD, or other modules. • Deep understanding of Agile frameworks (Scrum, Kanban, SAFe) and SDLC methodologies. • Experience managing ServiceNow development teams and delivering ServiceNow implementations. • Strong knowledge of JIRA, Confluence, ServiceNow Agile Development, or similar Agile tools. • Ability to coach teams in Agile best practices and drive continuous improvement. • Excellent stakeholder management skills, ensuring clear communication and alignment. • Experience in risk management, release planning, and cross-functional coordination. Soft Skills & Work Environment • Excellent communication and facilitation skills to engage technical and non-technical stakeholders. • Strong problem-solving and decision-making abilities in complex project environments. • Self-motivated leader with the ability to influence teams and drive Agile maturity. • Comfortable working in fast-paced, high-pressure environments with shifting priorities. ________________________________________ Preferred Certifications: • Certified Scrum Master (CSM) or Professional Scrum Master (PSM) • SAFe Scrum Master (SSM) Certification (Preferred) • Project Management Professional (PMP) Certification (Plus) • ITIL v4 Foundation Certification (Plus) • ServiceNow Certified System Administrator (CSA) or other ServiceNow certifications (Preferred)