ServiceNow Scrum Master

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

CVS Health is seeking a Service Now Scrum Master to join our Enterprise Service Management organization within Solutions Architecture & Infrastructure Platforms. The Service Now Scrum Master plays a critical role in enabling the successful delivery of Service Now products and platform capabilities by driving Agile excellence, facilitating collaboration, and fostering high-performing teams that deliver business value at scale.

As a Service Now Scrum Master, you will serve as the Agile leader for one or more Service Now product teams, guiding the execution of strategic initiatives across the Service Now platform. This role is responsible for facilitating Scrum ceremonies, managing sprint execution, removing delivery impediments, and coaching teams on Agile best practices to improve delivery predictability, quality, and operational effectiveness.

The Service Now Scrum Master works closely with Product Owners, Service Now process owners, architects, developers, engagement managers, and business stakeholders to translate strategic priorities into actionable work plans. This individual serves as the primary point of coordination for sprint and release activities, ensuring alignment between business objectives, product roadmaps, and delivery commitments while maintaining visibility into progress, dependencies, risks, and outcomes.

In addition, the Service Now Scrum Master will drive continuous improvement initiatives by leveraging team performance metrics, velocity trends, burndown data, and delivery insights to identify opportunities for greater efficiency and effectiveness. The role is responsible for facilitating collaboration across cross-functional teams, managing RAID items, supporting release planning activities, and helping teams navigate organizational change and competing priorities. Success in this role requires strong Agile expertise, servant leadership, stakeholder management, and the ability to influence without authority.

The ideal candidate is a collaborative and data-driven Service Now Scrum Master who can coach teams toward self-organization, foster accountability and transparency, and create an environment where teams can consistently deliver high-quality Service Now solutions that support enterprise business objectives.

Location: Remote or Hybrid

Preferred: East Coast or Midwest candidates supporting EST/CST business hours.

• Lead Agile delivery for one or more Service Now teams by facilitating Scrum ceremonies, managing sprint execution, coordinating releases, and ensuring alignment with product roadmaps, business priorities, and organizational objectives.

• Partner with Product Owners, Service Now process owners, and stakeholders to refine and prioritize backlogs, translate epics and user stories into actionable work, establish sprint goals, and maintain visibility into delivery commitments and outcomes.

• Coach and mentor teams on Agile, Scrum, Kanban, and Lean principles while fostering collaboration, accountability, self-organization, continuous improvement, and adherence to Agile best practices.

• Proactively identify and remove delivery impediments, manage risks, dependencies, and RAID items, leverage team performance metrics to drive improvements, and implement process enhancements that increase…