Scrum Master
Responsibilities
* Elicit, document, and validate business and functional requirements for ServiceNow initiatives across modules (ITSM, HRSD, SPM, CSM, etc.)
* Facilitate workshops, interviews, and JAD sessions with stakeholders at all levels
* Translate business needs into user stories, use cases, process flows, and acceptance criteria
* Serve as the primary liaison between business stakeholders and the ServiceNow development/configuration team
* Conduct current-state process analysis and recommend future-state improvements leveraging platform capabilities
* Manage the product backlog, prioritize features, and support sprint planning in an Agile environment
* Partner with platform architects and developers to ensure solutions are scalable and align with ServiceNow best practices
* Support UAT by defining test scenarios, coordinating testing, and tracking defects to resolution
* Develop training materials and support change management activities at go-live
* Produce clear documentation including BRDs, solution design documents, and process maps
Qualifications
* 4–8 years of experience as a Business Analyst, with at least 3 years working directly with the ServiceNow platform
* Strong understanding of ServiceNow's data model, workflows, and core modules
* Proficiency in requirements management tools (Jira, Azure DevOps, or similar)
* Experience working in Agile/Scrum delivery models
* Demonstrated ability to facilitate workshops and influence without direct authority
* Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences
Years of Experience: 16.00 Years of Experience
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