Scrum Master

About the role

We are seeking an experienced Agile Delivery Lead / Scrum Master to support our Infrastructure, End User Experience, and Operations Services teams. This role will be responsible for driving Agile best practices, maintaining a healthy and prioritized backlog, improving operational effectiveness, and ensuring alignment between technology initiatives and business objectives. The ideal candidate will leverage ServiceNow and Agile methodologies to enhance team productivity, develop meaningful performance metrics, and promote continuous improvement across operational and delivery teams.

Responsibilities

• Lead Agile ceremonies including daily standups, sprint planning, backlog refinement, retrospectives, and release planning while ensuring teams remain focused on the highest-priority work.
• Manage and maintain Agile work management processes in ServiceNow, including backlog oversight, work prioritization, sprint tracking, and capacity planning.
• Design and develop ServiceNow dashboards and reporting to monitor team performance, velocity, backlog health, sprint predictability, quality metrics, and operational effectiveness.
• Partner with business and technology leaders to align Infrastructure and Operations backlogs with strategic priorities, identify delivery bottlenecks, and drive process improvement initiatives.
• Coach teams on Agile principles, promote self-management and accountability, and identify opportunities to automate or transition repetitive operational activities to improve efficiency.

Requirements

• 5+ years of experience working in Agile/Scrum environments with proven success facilitating sprint ceremonies, managing backlogs, and driving Agile maturity.
• Hands-on experience with ServiceNow, including Agile work management, dashboard creation, reporting, request management, and operational workflow tracking.
• Strong ability to establish and analyze delivery metrics, identify operational inefficiencies, and implement continuous improvement initiatives.
• Experience working with Infrastructure, End User Experience, Operations, DevOps, or related technology teams, with the ability to balance competing priorities and resource demands.
• Excellent communication, stakeholder management, facilitation, and coaching skills with the ability to influence teams and leadership in a fast-paced environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
• Experience supporting teams in the insurance industry or other highly regulated environments.
• Familiarity with ServiceNow Request Catalog management, Agile modules, and operational service delivery processes.
• Agile or Scrum certifications (CSM, SAFe Scrum Master, PMI-ACP, or equivalent).

Pay

$65-$70/hr on W2