ServiceNow Scrum Master

About the Role:

As a Scrum Master you will enable fast, predictable, and high-quality ServiceNow delivery by embedding Agile & DevOps ways of working. You will coach teams and stakeholders in Agile principles, facilitate ceremonies, remove impediments, and foster a culture of collaboration, continuous improvement and accountability.

You might be our missing piece if you have:

• minimum 5 years of hands-on experience as a Scrum Master, Agile Coach, or in a similar delivery-focused role

• Proven experience facilitating Scrum ceremonies (sprint planning, daily stand-ups, sprint review, retrospective)

• Strong understanding of Agile frameworks (Scrum, Kanban, Lean) and DevOps delivery models in an enterprise environment

• Knowledge of the full ServiceNow delivery lifecycle (across ITSM, ITOM, ITAM, SAM, HRSD, SPM, SecOps, Integrations, ATF, OT, App Engine & Now Assist)

• Familiarity with ServiceNow DevOps concepts, release models, and CI/CD principles

• Working knowledge of update sets, scoped applications, and promotion paths

• Full lifecycle ownership (Plan → Build → Run → Improve)

• Awareness of ATF usage, platform health, and upgrade processes

• High proficiency in backlog management, flow optimization, and delivery metrics

• Excellent communication and stakeholder management skills, able to influence across teams and at different levels

We would be thrilled if you have:

• Experience with scaling frameworks (SAFe, LeSS or similar)

• Knowledge of engineering practices (CI/CD, automated testing) and how they impact delivery

• Certifications such as CSM (Certified Scrum Master) or PSM I/II (Professional Scrum Master); ITIL 4 Foundation; CSA (ServiceNow Certified System Administrator) or ServiceNow DevOps Micro-Certification

• DevOps delivery mindset

• Strong facilitation & stakeholder management

We will be working together on:

• Facilitating Agile delivery (planning, reviews, retrospectives)

• Constantly improving user satisfaction and ensuring acceptance

• Maintaining security, reliability and availability of the latest functionality

• Removing impediments and escalating appropriately to ensure smooth delivery

• Ensuring backlog readiness and delivery predictability

• Balancing agility with governance (change, release, risk)

Maintenance Services:

• Incident and Service Request mgmt. including ticket quality assurance with a strong shift-left approach

• Platform Monitoring and Administration, including interface monitoring, housekeeping and identification of improvement and automation potential

• Change Deployment and Platform Maintenance, including coordinating platform patches, performing minor updates and major upgrade planning

• IT Service mgmt. and Platform Reporting configuration and administration of existing dashboards and reports as well as assistance in generating ad-hoc reports

Optimization Services:

• Problem management: by identification of problems and provision of solid root-cause resolution to reduce incident volume over time

• New Demand Development by configuring and developing enhancements to ServiceNow applications and platform features to satisfy changing customer-defined requirements

• Major Release Upgrade handling by providing release impact analyses, release upgrade planning, release deployment, resolution of skipped changes/conflicts and hyper care

• ServiceNow Consulting & Architecture Support by providing advisory and consulting as part of enhancement refinements, sprint reviews and Service review meetings, define platform roadmap with GEA