Data Analyst​/Scrum Master

Position Title: Service Now Data & Delivery Optimization Lead

Location: Hybrid in Plano, TX

Position Status: Contract to Hire

We’re seeking a high-impact Service Now Data & Delivery Optimization Lead who thrives at the intersection of data, Agile delivery, and continuous improvement. In this role, you will analyze Service Now data to uncover insights, enable data‑driven decision‑making, and improve end‑to‑end delivery performance—while also serving as a Scrum Master for one or more Agile teams.

Data Analysis & Insights (Service Now)

• Analyze Service Now data (Incidents, Requests, Changes, Problems, Knowledge, CMDB, ITSM, and Agile modules) to identify trends, bottlenecks, risks, and systemic inefficiencies
• Design, build, and maintain dashboards, reports, and KPIs focused on delivery health, throughput, cycle time, backlog aging, SLA performance, rework, and quality
• Partner with product, ITSM, and engineering stakeholders to translate analytics into actionable insights and improvement recommendations
• Conduct root cause analysis to identify drivers of delayed delivery, recurring incidents, and process breakdowns
• Define and evolve metrics that measure value delivery, flow efficiency, team performance, and process effectiveness

Agile / Scrum Master Leadership

• Grow into a Scrum Master role facilitating ceremonies including sprint planning, stand‑ups, reviews, and retrospectives
• Will learn to coach teams on Agile, Scrum, Kanban, and flow‑based delivery practices, fostering a culture of continuous improvement
• Proactively identify, elevate, and remove impediments impacting delivery and service performance
• Promote data‑driven decision‑making using Service Now analytics and delivery metrics
• Collaborate closely with Product Owners to improve backlog health, prioritization, predictability, and outcomes

Continuous Improvement & Delivery Optimization

• Identify inefficiencies across end‑to‑end delivery workflows, including intake, prioritization, handoffs, approvals, and execution
• Partner with leaders across IT, product, and engineering to design and implement process improvements
• Support enterprise initiatives related to Lean, Agile maturity, operational excellence, and service reliability
• Track, validate, and communicate measurable benefits (e.g., reduced cycle time, improved SLA compliance, increased throughput)

• Bachelor’s degree in Data Analytics, Information Systems, Computer Science, Business, or equivalent practical experience
• Strong hands‑on experience analyzing Service Now data (ITSM, ITOM, and/or Agile modules)
• Proven experience as a Scrum Master or Agile team facilitator
• Solid understanding of Agile and Lean delivery frameworks (Scrum, Kanban, flow metrics)
• Experience building dashboards and reports using Service Now Performance Analytics and/or external BI tools
• Strong analytical, problem‑solving, and critical‑thinking skills
• Excellent communication, facilitation, and stakeholder engagement abilities

• Scrum Master certification (CSM, PSM, SAFe SM, or similar)
• Advanced experience with Service Now Performance Analytics, Flow Designer, or custom reporting
• Familiarity with delivery metrics such as cycle time, lead time, WIP, throughput, SLA attainment, defect escape rates
• Experience working in large‑scale or complex enterprise IT environments
• Background in Lean, process improvement, or Six Sigma