Scrum Master/BA

Key Responsibilities

• Analyze, and document business and functional requirements for ServiceNow modules (ITSM, ITOM, CMDB, HRSD, SecOps, etc.).
• Translate business needs into user stories, acceptance criteria, workflows, and process diagrams.
• Conduct stakeholder workshops, requirement-gathering sessions, and gap analysis.
• Support ServiceNow configuration decisions by working closely with developers and architects.
• Create and maintain documentation: BRDs, user stories, process flows, SOPs, and training materials.
• Support UAT planning, test case creation, defect triage, and release validation.
• Facilitate Agile ceremonies: sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Coach team members on Agile/Scrum best practices and continuous improvement.
• Remove impediments and ensure smooth sprint execution.
• Track sprint metrics (velocity, burndown, risks, dependencies).
• Cook with Product Owners to manage backlog prioritization and roadmap planning.
• Ensure timely delivery of ServiceNow features and enhancements.
• Support ServiceNow platform implementation, upgrades, enhancements, and integrations.
• Work with ServiceNow developers to ensure solutions align with business workflows.
• Aid with platform governance, process standardization, and adoption strategies.
• Coordinate with IT, Security, and Compliance teams to ensure ServiceNow configurations meet enterprise standards.

Required Qualifications

• 5+ years of experience as a Business Analyst and/or Scrum Master.
• Hands-on experience with ServiceNow implementations (ITAM mandatory; ITOM/HRSD/SecOps preferred).
• Strong understanding of Agile/Scrum framework and SDLC.
• Experience writing user stories, acceptance criteria, and functional specifications.
• Prominent experience facilitating Agile ceremonies and managing cross-functional teams.
• Strong stakeholder management and communication skills.
• Experience with tools such as Jira, Confluence, ServiceNow Agile Development, or similar.