Job Title: Sr Scrum Master
Location: Reston, VA

Type: Contract
Compensation: 80/hr W-2
Contractor Work Model: Hybrid (onsite once every 2 to 3 months for iteration planning)
 

Job Description: Senior Scrum Master (SAFe)

Location: Hybrid Reston, VA 20191 - Onsite every 2-3 mos for a few days each
Start: Within 30 days
Industry: Health plan / Contact Center technology (ServiceNow CSM)

Overview

We are seeking a Senior Scrum Master to support two Agile teams delivering enhancements for a Contact Center platform and a sister initiative. Both initiatives run on ServiceNow (CSM apps), and the Contact Center platform is approaching its first major go- live with continuous enhancements to follow.

This role requires a Scrum Master who can actively drive delivery — not sit on the sidelines — and who brings strong SAFe experience, excellent communication skills, and the ability to guide teams through feature refinement, story development, and execution. The project is transitioning from Discovery to Epics ? Features ? Stories, and the Scrum Master will be involved immediately as teams move into active delivery.

Key Responsibilities

Agile Team Leadership

• Facilitate Agile ceremonies for two scrum teams (shared devs, separate BAs/testers).
• Guide teams through epic refinement, story writing, prioritization, and iteration execution.
• Ensure alignment with SAFe practices and team working agreements.
• Support PI planning, Scrum of Scrums, and ART?level ceremonies.

Delivery & Execution

• Maintain team focus on iteration goals, flow, predictability, and velocity.
• Track commitments, capacity, blockers, and delivery timelines.
• Partner with Product Owner(s) and Product Management on backlog health and scope alignment.

Continuous Improvement

• Lead retrospectives and implement process improvements.
• Coach teams on problem-solving, accountability, and Agile maturity.
• Promote transparent communication across teams and leadership.

Cross?Functional Collaboration

• Coordinate with architecture, UX, shared services, and external stakeholders.
• Manage dependencies and cross team alignment for Contact Center and other initiatives.
• Support communication with program leadership on risks, progress, and impediments.

Required Skills & Experience 

• 5+ years experience as a Scrum Master.
• SAFe certification (any SAFe cert accepted).
• Hands-on experience running Agile ceremonies and driving delivery.
• Ability to proactively manage scope, team capacity, risks, and schedules.
• Experience supporting multiple teams simultaneously.
• Strong communication — vocal, proactive, able to “drive” rather than observe.
• Experience working with cross?functional teams (devs, BAs, testers, UX, architects).
• Ability to operate in a fast-moving environment with shifting priorities.

Nice-to-Have Experience

• ServiceNow delivery experience (significant plus).
• Healthcare or health plan domain experience (helpful but not required).
• Familiarity with large enterprise contact center or customer service platforms.
• Experience with value stream mapping, system optimization, and Lean practices.

Certifications

• Required:

  • Certified Scrum Master (CSM/CSP) or equivalent AND
  • Any SAFe certification (e.g., SAFe Scrum Master, SAFe Agilist, SAFe Practitioner, etc.)

• Preferred:

  • SAFe Release Train Engineer (RTE)
  • Certified Scrum Professional

Ideal Candidate Profile

• Can step into a maturing SAFe environment and drive structure, not wait for direction.
• Comfortable working with teams in early stages (“toddler stage”) of Agile adoption.
• Able to coordinate across two parallel scrum teams linked by shared developers.
• Brings both SM and light PM strengths — managing cadence, scope, blockers, and communication.

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1