Scrum Master

Senior Scrum Master — Service Now

Location: Columbus, OH

Work Arrangement: Hybrid

Employment Type: Contract

Our client is seeking an experienced Senior Scrum Master to improve the operational effectiveness of its Infrastructure, End User Experience, and Operations teams. This consultant will manage and maintain a healthy backlog, support Agile delivery practices, ensure focus on high-priority work, and help teams consistently deliver measurable business value.

The ideal candidate brings strong Scrum leadership skills and hands-on Service Now experience
, including Service Now Agile, request management, dashboards, reporting, and catalog management. This person will promote alignment to business priorities, identify operational work that can be automated or transitioned away from development teams, strengthen requirements and quality practices, and lead continuous-improvement initiatives.

• Agile Delivery Leadership
• Operational Effectiveness
• Strategic Alignment
• Team Enablement and Agile Coaching

• Collaborate with other Scrum Masters, Agile leads, project execution leaders, and delivery partners to align Agile practices across teams.
• Monitor team capacity and ensure resources are appropriately aligned to current priorities.
• Coordinate cross-team dependencies and communicate potential delivery impacts early.
• Support the development of consistent Agile standards, templates, reporting practices, and operational workflows.
• Drive continuous-improvement efforts using delivery metrics, retrospectives, stakeholder feedback, and root-cause analysis.
• Maintain clear and accurate documentation related to backlogs, processes, improvement initiatives, risks, decisions, and team performance.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent relevant experience.
• 5+ years of experience working with Agile and Scrum frameworks
  , including facilitating core Scrum ceremonies and managing delivery backlogs.
• 2+ years of hands-on Service Now experience is required
  , particularly in the following areas:
  • Service Now Agile Development or Agile modules
  • Request management
  • Service catalog management
  • Dashboard creation and reporting
  • Backlog tracking and workflow management
• Demonstrated ability to manage sprint ceremonies, backlog refinement, sprint commitments, team capacity, and backlog health.
• Proven experience coaching and enabling Agile teams, particularly in environments where Agile practices are still maturing.
• Strong organizational, facilitation, stakeholder-management, and written and verbal communication skills.
• Experience establishing and using operational metrics to improve delivery outcomes.
• Ability to identify operational inefficiencies and drive practical process-improvement solutions.
• Ability to manage competing priorities, resolve delivery blockers, and keep teams focused on high-value work.
• Ability to influence stakeholders and build alignment around priorities, capacity, scope, and delivery tradeoffs.
• Comfortable working in a fast-paced, evolving environment with a mix of planned project work and operational demands.

• Scrum Master certification, such as CSM, PSM, SAFe Scrum Master, or equivalent.
• Experience supporting Infrastructure, End User Experience, IT Operations, or enterprise technology service teams.
• Working knowledge of infrastructure products, end-user computing services, IT operations, and service-management practices.
• Experience with ITSM, ITIL, service catalogs, request fulfillment, incident/problem/change processes, or operational reporting.
• Familiarity with the insurance industry and its operational environment.
• Experience developing performance dashboards, delivery scorecards, or executive-level reporting.
• Experience leading automation, workflow optimization, or operational-transformation initiatives.