The ServiceNow Scrum Master oversees the planning, execution, and delivery of ServiceNow implementations and workflow enhancements. They act as the primary liaison between business stakeholders and technical teams, ensuring projects—such as ITSM, ITOM, or HRSD rollouts—are completed on time, within scope, and on budget.
This role acts as a servant leader, facilitating daily operations, optimizing sprint delivery, and ensuring our ServiceNow configurations scale properly without compromising future system upgrades. Reporting into the IT App Owner, you will collaborate with Product Owners, Architects, and enterprise stakeholders to drive continuous improvement and platform value.
Core Responsibilities
- Facilitates Agile processes for teams building or upgrading solutions on the ServiceNow platform (e.g., ITSM, HRSD, CSM).
- Lead ceremonies, remove blockers, ensure platform development adheres to best practices, and align technical delivery with business objectives
- Facilitate all core Scrum events, including Sprint Planning, Daily Scrums, Backlog Refinement, Sprint Reviews, and Retrospectives.
- Define project scope, establish baselines, and develop detailed Work Breakdown Structures (WBS) and timelines.
- Maintain transparent project governance and reporting.
- Assign tasks to developers, architects, and testers. Manage project budgets, forecasting, and resource capacity.
- Proactively identify project blockers, implement mitigation strategies, and manage change order processes if requirements shift.
- Ensure platform implementations adhere to ServiceNow standards and IT Service Management (ITSM) best practices.
Key Requirements & Qualifications
- 5+ years in IT project management with a focus on ServiceNow implementations (e.g., ITSM, CMDB, Service Catalog).
- Strong proficiency in Agile/Scrum and Waterfall methodologies.
- Certifications: PMP (Project Management Professional) and Agile/Scrum certifications are highly preferred. ServiceNow Administrator or Implementation certifications are an added advantage.
- Soft Skills: Excellent conflict resolution, cross-functional team leadership, and executive-level communication skills.
Salary Range:
$95,600 - 162,400 USD
Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.
