ServiceNow Scrum Master

CVS Health - Augusta, ME

Full-time - Mid Level

Remote - Augusta, ME

Health and Personal Care Retailers

About the position

At CVS Health, we are committed to delivering enhanced human-centric health care, and we are looking for a skilled and motivated ServiceNow Scrum Master to join our dynamic Enterprise Service Management team. The Scrum Master will play a crucial role in facilitating Agile ceremonies, coaching teams on Agile practices, and ensuring the successful delivery of ServiceNow projects. This position serves as the facilitator for the ServiceNow platform and products agile teams working under the Scrum methodology. The Scrum Master is responsible for understanding the big development picture of each sprint and serves as the single point of contact for project status. They bridge the needs of ServiceNow process owners and ServiceNow product development, working closely with the product owner to translate epics, stories, and other items on the sprint list into actionable tasks for the ServiceNow developers. In this role, you will serve as the Scrum Master for one or more ServiceNow development teams, facilitating Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives. You will coach and mentor team members on Agile principles, practices, and roles, fostering a culture of collaboration, accountability, and continuous improvement. Working closely with Product Owners and stakeholders, you will groom and prioritize the backlog, ensuring that user stories are well-defined, estimated, and aligned with business priorities. You will also be responsible for removing impediments and obstacles that hinder team productivity and delivery, escalating issues as needed and collaborating with cross-functional teams to find solutions. Tracking and reporting sprint progress, velocity, and team performance metrics will be part of your responsibilities, identifying areas for improvement and implementing strategies to enhance team effectiveness. You will promote a culture of transparency, openness, and trust within the team, encouraging constructive feedback and facilitating healthy conflict resolution. Collaboration with other Scrum Masters and Agile coaches to share best practices, lessons learned, and continuous improvement initiatives across the organization will also be essential. Staying current with Agile methodologies, industry trends, and ServiceNow platform updates will contribute to the evolution of Agile practices within the organization. Your role will prioritize the team's needs above all else, leading, coaching, and offering guidance when needed, and serving as an advocate for the team in front of stakeholders.

Responsibilities

• Serve as the Scrum Master for one or more ServiceNow development teams, facilitating Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Coach and mentor team members on Agile principles, practices, and roles, fostering a culture of collaboration, accountability, and continuous improvement.
• Work closely with Product Owners and stakeholders to groom and prioritize the backlog, ensuring that user stories are well-defined, estimated, and aligned with business priorities.
• Remove impediments and obstacles that hinder team productivity and delivery, escalating issues as needed and collaborating with cross-functional teams to find solutions.
• Track and report sprint progress, velocity, and team performance metrics, identifying areas for improvement and implementing strategies to enhance team effectiveness.
• Promote a culture of transparency, openness, and trust within the team, encouraging constructive feedback and facilitating healthy conflict resolution.
• Collaborate with other Scrum Masters and Agile coaches to share best practices, lessons learned, and continuous improvement initiatives across the organization.
• Stay current with Agile methodologies, industry trends, and ServiceNow platform updates, and contribute to the evolution of Agile practices within the organization.
• Prioritize the team's needs above all else, leading, coaching, and offering guidance when needed, and serve as an advocate for the team in front of stakeholders.
• Identify impediments in sprint task completion and remove those barriers to increase productivity.
• Enhance and streamline processes to increase the team's efficiency, and facilitate the operations of businesses in a cost-effective way.
• Be flexible in approach to change within the organization and project timeline, such as shifting priorities or accommodating unexpected challenges.
• Identify opportunities for process improvements, suggest new approaches based on industry trends, and promote creative thinking within the team.
• Collaborate with the development team to agree on what they can achieve during each development sprint, setting project scope and establishing measurable goals.
• Ensure the team understands the goals and objectives of the work; work closely with the ServiceNow engagement manager and all other team members to plan, manage, and deliver releases.
• Maintain the product backlog, burndown charts, velocity tracking, etc.
• Prioritize effective communication with the team through regular feedback channels at every stage of the SDLC.
• Offer constructive criticism when needed and encourage open communication among all parties involved, keeping key stakeholders up to date on the Scrum team's progress, issues, etc.
• Facilitate Scrum events (daily standup, development reviews, etc.); organize the project kickoff and process workshop(s).
• Contribute powerfully to ensure each member of the group shares accountability for the work done and the value created.

Requirements

• 5+ years of experience serving as a Scrum Master for software development teams.
• 3+ years of experience managing Scrum teams focused on ServiceNow implementations.
• Deep understanding of Agile principles and frameworks, including Scrum, Kanban, and Lean Agile.
• Excellent facilitation, coaching, and mentoring skills, with the ability to inspire and motivate teams to achieve their goals.
• Strong communication and interpersonal skills, with the ability to build rapport and foster collaboration among team members, stakeholders, and leadership.
• Proficiency in Agile project management tools such as Jira, Rally, or ServiceNow Agile Development.
• Ability to thrive in a fast-paced environment, adapt to changing priorities, and manage multiple projects simultaneously.

Nice-to-haves

• Certified Scrum Master (CSM) or equivalent certification from a recognized Agile certification body.
• ServiceNow Certified System Administrator (CSA) or other ServiceNow certifications.
• Experience with scaled Agile frameworks such as SAFe (Scaled Agile Framework) or LeSS (Large-Scale Scrum).
• Sound technical foundation and working knowledge of the ServiceNow platform and applications.
• Ability to guide and coach the Scrum Team on how to use Agile practices and principles to deliver high quality products and services to our customers.
• Strong management experience to drive the team to a high performing level by recognizing areas of strength and improvement and employing appropriate coaching and development techniques.
• Scrum methodologies champion responsible for ensuring Scrum is understood and the team adheres to Scrum theory, practice, and guidelines.
• Coaching experience to aid the Scrum teams with self-organization, cross-functional skillset/domain knowledge.
• Strong communicator to effectively drive messaging, both internally and externally working within the Scrum team.
• Strong collaborator to work with the Scrum Teams, as well as internal and external stakeholders, to influence and drive decision making and support organizational project or product teams.
• Problem solver to resolve team impediments with other Scrum Masters to increase the effectiveness of the application of Scrum in the organization.
• Understanding of SWOT (Strengths, Weaknesses, Opportunities, and Threats) to drive assessment of the Scrum team.
• Organized to own and drive RAID (Risks, Actions, Issues, and Decisions) items to closure.
• Standards driven to establish and adhere to RASCI (Responsible, Accountable, Supportive, Consulted, Informed) matrix in assisting the team.

Benefits

• Health insurance coverage
• 401k benefit for retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities
• Employee discount programs