Scrum Master (ServiceNow)

The ServiceNow Scrum Master is a dynamic, organized, and proactive leader within the Agile delivery team. This role is essential to ensuring the smooth and efficient execution of ServiceNow development sprints, while fostering a culture of collaboration, resilience, and continuous improvement. Working within a disciplined two-week sprint cycle, the Scrum Master brings a strong background in Agile methodologies and plays a central role in guiding the team from sprint planning through to release.

In this position, the Scrum Master facilitates all Agile ceremonies, including daily stand-ups, sprint planning, retrospectives, and reviews. They work closely with the Product Owner to maintain a well-prioritized and groomed backlog, ensuring that user stories are clear, complete, and ready for development. A deep understanding of sprint goals, project scope, and stakeholder expectations allows the Scrum Master to keep the team aligned and focused.

The ServiceNow Scrum Master actively supports Developers and Quality Control team members, helping to identify and remove blockers, escalate issues when needed, and provide coaching in Agile best practices. By promoting proper story pointing, sprint discipline, and process adherence, they help protect the team’s workflow and delivery cadence. A key part of the role involves managing communication and expectations across Product Owners, Business Analysts, and Project Managers, ensuring consistent understanding of priorities and timelines.

This role also encourages the broader organization to adopt Agile principles, serving as a change agent for continuous improvement and process maturity. A strong working knowledge of Jira is essential, as the Scrum Master ensures all workflow statuses and fields are accurately maintained. Additionally, the Scrum Master collaborates with both internal and external partners throughout the software development lifecycle, applying their expertise in both Agile and Waterfall methodologies to support delivery in hybrid environments.

Responsibilities

• Lead Daily Scrum Facilitation 15-minute standups with the ServiceNow development team to remove blockers and ensure alignment.
• Coordinate the sprint planning and story pointing to facilitate backlog grooming and sprint planning sessions, working closely with developers to story point and scope user stories accurately.
• Monitor the Jira story backlog and pipeline to ensure a continuous flow of prioritized, development-ready stories.
• Collaborate with the Development Manager who will assign stories based on developer bandwidth, skillset, and sprint goals.
• Track sprint progress, maintain transparency through Scrum boards, and help resolve any impediments or resource conflicts.
• Communicate release scope clearly to stakeholders and ensure alignment on deployment timelines.
• Ensure completed stories are properly documented, validated, and closed post-release.
• Promote Agile best practices and support continuous improvement in team processes and performance.
  
  

Qualifications

Minimum Education Requirements:

• Bachelor’s degree in computer science and/or Information Technology or related fields preferred
• Scrum Master certification (CSM, PSM I, or equivalent).
  
  

Minimum Experience Requirements:

• Proven experience as a Scrum Master in a ServiceNow or similar technical environment.
• Familiarity with Agile methodologies, especially Scrum.
• Strong understanding of the ServiceNow platform (CSM, SC, ITSM, ITOM, or other modules preferred).
• Excellent interpersonal, facilitation, and organizational skills.
• Proficient in Jira Agile tools (Reporting, KPI)
• Excellent communication and collaboration skills.
• Attention to detail and ability to understand workflow.
• Understanding of network, cloud-based technology and database experience is a plus.
• Preference to candidates with experience in the eDiscovery industry.
  
  

Work Environment:

• Fast-paced, Agile-driven IT team
• Cross-functional collaboration with product owners, business analyst, developers, quality assurance, testers, and stakeholders.
• Hybrid work with 15 days of in-office work required.
  
  

Consilio’s True North Values

• Excellence: We strive to make every client our advocate
• Passion: We DO because we CARE
• Collaboration: We win together through teamwork and communication
• Agility: We flex, adapt and embrace change
• People: We value, respect and invest in our teammates
• Vision: We create clarity of purpose and a clear path forward
  
  

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.