Job Title: Scrum Master
Location(s): Chicago, IL
(Remote)
Role OverviewWe are seeking an experienced ServiceNow Scrum Master to drive Agile delivery across enterprise ServiceNow implementations and enhancement programs. This role will lead Scrum execution, coach cross-functional teams, and ensure high-quality delivery aligned with business objectives, compliance requirements, and platform best practices.
The Scrum Master will work closely with Product Owners, ServiceNow developers, architects, and client stakeholders to deliver scalable, outcome-driven solutions across ServiceNow modules such as ITSM, ITOM, CSM, HRSD, and custom applications.
Key ResponsibilitiesAgile Delivery & Scrum Facilitation- Lead and facilitate all Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
- Ensure ceremonies are effective, time-boxed, and aligned to sprint goals and committed deliverables.
- Track sprint progress, velocity, and delivery health metrics.
ServiceNow Program Delivery- Support Agile delivery of ServiceNow platform initiatives including configuration, integrations, and enhancements.
- Partner with Product Owners to maintain well-defined backlogs, user stories, and acceptance criteria.
- Ensure alignment of delivery with ServiceNow platform roadmap and enterprise architecture.
Team Coaching & Continuous Improvement- Coach team members on Agile principles, Scrum framework, and continuous improvement practices.
- Drive Agile maturity and adoption across teams and stakeholders.
- Foster a collaborative, high-performing Agile team environment.
Risk & Impediment Management- Identify, track, and remove impediments impacting delivery timelines.
- Manage cross-team dependencies and environment constraints.
- Escalate risks appropriately while shielding the team from unnecessary disruptions.
Stakeholder & Governance Management- Act as a key liaison between delivery teams and client stakeholders.
- Provide regular updates on sprint progress, risks, and delivery milestones.
- Support governance processes, reporting, and compliance requirements.
Required Qualifications- 6-10+ years of experience in Agile delivery, including Scrum Master roles in enterprise environments.
- Proven experience supporting ServiceNow platform delivery (ITSM, ITOM, CSM, HRSD, or similar).
- Strong understanding of Scrum, Agile methodologies, and delivery best practices.
- Experience managing cross-functional teams in onshore/offshore models.
- Excellent communication and stakeholder management skills.
Preferred Qualifications- Experience in financial services or regulated environments.
- Exposure to large-scale ServiceNow implementations or transformations.
- Familiarity with Agile tools (e.g., ServiceNow Agile 2.0, Jira, Azure DevOps).
- Experience with multi-team or scaled Agile frameworks (SAFe, LeSS, etc.).
Certifications (Preferred)- Certified Scrum Master (CSM) / Professional Scrum Master (PSM).
- SAFe Scrum Master or equivalent Agile certification.
- ServiceNow certifications (CSA, CIS-ITSM or related).
