Scrum Master

About the Role The Scrum Master is responsible for facilitating Agile (Scrum) delivery for ServiceNow platform initiatives, ensuring teams deliver high‑quality ServiceNow solutions aligned to business priorities. This role acts as a servant‑leader to the Agile team, removes impediments, ensures adherence to Scrum principles, and enables effective collaboration between Product Owners, developers, platform admins, and enterprise stakeholders. The Scrum Master also plays a key role in incident, service request (SR), and demand intake, ensuring operational and enhancement demands are appropriately routed through ServiceNow demand and backlog management processes. What You'll Do

• Facilitate and time-box all Scrum ceremonies including: Sprint Planning, Daily Stand‑ups, Sprint Reviews / Demos, Sprint Retrospectives; ensure ceremonies are effective, outcome‑oriented, and aligned to Scrum best practices; coach the team to self‑organize and maintain predictable sprint execution.
• Coordinate identification and triage of: Incidents, Service Requests (SRs), Enhancement and transformation demands; ensure demands are clearly articulated and size‑estimated; routed through the ServiceNow Demand Management process; work with Product Owner and Platform Leads to convert approved demands into epics, features, and user stories; maintain a healthy, prioritized backlog within ServiceNow Agile / SPM modules; ensure operational work vs project work is transparently tracked and capacity‑planned.
• Proactively identify and remove impediments impacting sprint goals such as: Environment issues, Access constraints, Cross‑team dependencies, SME availability, Integration blockers (e.g., CMDB, monitoring, identity); escalate risks and blockers early to leadership and governance forums; track impediments and dependencies in ServiceNow or agreed Agile tools.
• Protect the sprint backlog from unplanned work and scope creep; ensure sprint commitments are realistic and aligned with team capacity; facilitate trade‑off discussions when urgent incidents or SRs interrupt sprint execution; help the team balance Platform stability (run) Enhancements (change) Strategic transformation.