ServiceNow Agile Coach - Sr. Scrum Master

Job Purpose

Drive the adoption of Agile and Scrum practices across IT and digital transformation initiatives, enabling effective delivery, high-performing teams, continuous improvement, and increased organizational Agile maturity.

Key Accountability Areas

Agile & Scrum Implementation:

• Lead the adoption and implementation of Agile and Scrum methodologies across projects and transformation initiatives.
• Introduce Agile practices, frameworks, tools, and standards to improve delivery effectiveness.
• Establish and maintain Scrum processes, guidelines, and ways of working.
• Support teams transitioning to Agile and drive continuous improvement.

Agile Delivery Management:

• Support Agile delivery across digital transformation, technology, and IT initiatives.
• Facilitate Scrum ceremonies and ensure effective execution of Sprint activities.
• Monitor sprint progress, backlog delivery, capacity, risks, dependencies, and impediments.
• Partner with Product Owners and delivery teams on backlog management, prioritization, and refinement.
• Ensure delivery progress, risks, and issues are transparent to stakeholders.

Agile Coaching & Team Development:

• Coach Scrum teams, Product Owners, and stakeholders on Agile principles and practices.
• Promote collaboration, self-organization, accountability, and continuous improvement.
• Identify and resolve team, process, and organizational impediments.
• Mentor Scrum Masters and Agile practitioners where required.

Performance & Reporting:

• Monitor Agile metrics including velocity, throughput, cycle time, backlog health, and sprint performance.
• Analyze delivery trends and identify risks and improvement opportunities.
• Maintain Agile dashboards and provide regular delivery updates to leadership and stakeholders.

Agile Tools & Continuous Improvement:

• Support the implementation and effective use of Agile tools such as Jira, Azure DevOps, and similar platforms.
• Standardize Agile workflows, templates, and reporting practices where required.
• Lead retrospectives and track continuous improvement initiatives.

Stakeholder Collaboration:

• Collaborate with Product Owners, Business Analysts, Project Managers, Technical Leads, Developers, QA teams, and other stakeholders.
• Facilitate communication between business and technology teams.
• Support dependency management and alignment across Agile teams and workstreams.

Agile Transformation:

• Contribute to enterprise Agile transformation and organizational change initiatives.
• Assess Agile maturity and recommend improvements to processes, governance, and delivery practices.
• Develop and promote Agile standards, playbooks, training materials, and best practices.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job.

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvement:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy and procedures and work instructions.

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification

Work Experience

Technical / Functional Competencies