Job Summary
The ITSM Scrum Master will serve as a Scrum Master for Agile delivery teams while supporting IT Service Management processes and operational excellence. The role will facilitate Agile ceremonies, lead Program Increment (PI) Planning activities, manage dependencies and risks across Agile Release Trains (ARTs), and optimize Azure DevOps boards and reporting. The position will also oversee ServiceNow ITSM processes, including Incident, Problem, Change, Knowledge, and Service Catalog Management, while driving continuous improvement and successful delivery of services and project objectives.
Key Responsibilities
• Serve as Scrum Master for Agile delivery teams, facilitating sprint planning, daily stand-ups, sprint reviews, retrospectives, and adherence to Agile Scrum principles.
• Lead and coordinate Program Increment (PI) Planning activities across Agile Release Trains (ARTs).
• Manage dependencies, risks, and alignment across teams participating in scaled Agile delivery.
• Manage and optimize Azure DevOps boards, including backlog refinement, sprint execution, workflow tracking, and Agile delivery reporting.
• Oversee ITSM processes within ServiceNow, including Incident, Problem, Change, Knowledge, and Service Catalog Management.
• Act as Incident Manager and Change Manager, driving timely resolution of critical incidents and coordinating change approvals.
• Minimize service disruptions through effective incident and change management practices.
• Monitor Agile and ITSM performance metrics and prepare dashboards and reports for stakeholders and leadership.
• Drive continuous process improvement initiatives across Agile delivery and ITSM operations.
• Collaborate with business stakeholders, Product Owners, technical teams, and leadership to ensure successful delivery of services and project objectives.
• Support risk mitigation, dependency management, cross-functional coordination, and delivery excellence.
Required Qualifications
• 3+ years of hands-on experience in IT Service Management (ITSM) with strong knowledge of Incident, Problem, Change, Knowledge, and Service Catalog Management.
• 3+ years of experience administering and supporting the ServiceNow ITSM platform, including workflow management and service process optimization.
• 3+ years of Scrum Master experience in Agile delivery environments.
• Strong understanding of Agile Scrum methodologies and frameworks.
• Proven experience facilitating PI Planning events and supporting Agile Release Train execution in scaled Agile environments.
• Strong expertise in Azure DevOps, including backlog management, sprint planning, work item tracking, dashboards, and Agile reporting.
• Demonstrated experience in stakeholder management, risk mitigation, dependency management, and cross-functional team coordination.
• Excellent communication, facilitation, problem-solving, and leadership skills.
• Bachelor's degree in Computer Science or equivalent work experience.
