Scrum Master
Responsibilities
• Elicit, document, and validate business and functional requirements for ServiceNow initiatives across modules (ITSM, HRSD, SPM, CSM, etc.)
• Facilitate workshops, interviews, and JAD sessions with stakeholders at all levels
• Translate business needs into user stories, use cases, process flows, and acceptance criteria
• Serve as the primary liaison between business stakeholders and the ServiceNow development/configuration team
• Conduct current-state process analysis and recommend future-state improvements leveraging platform capabilities
• Manage the product backlog, prioritize features, and support sprint planning in an Agile environment
• Partner with platform architects and developers to ensure solutions are scalable and align with ServiceNow best practices
• Support UAT by defining test scenarios, coordinating testing, and tracking defects to resolution
• Develop training materials and support change management activities at go-live
• Produce clear documentation including BRDs, solution design documents, and process maps
Qualifications
• 4–8 years of experience as a Business Analyst, with at least 3 years working directly with the ServiceNow platform
• Strong understanding of ServiceNow's data model, workflows, and core modules
• Proficiency in requirements management tools (Jira, Azure DevOps, or similar)
• Experience working in Agile/Scrum delivery models
• Demonstrated ability to facilitate workshops and influence without direct authority
• Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences