Scrum Master & Platform Reporting Analyst, ServiceNow

Genesys; Chennai District; On-site; INR 1,800,000 - 2,600,000; Full time

Benefits offered by this job

Flexible-first culture

Growth in AI era

Paid volunteer time

AugFridays off (August Free Fridays)

Well-being resources

Job summary

Genesys in India seeks a Scrum Master and Platform Reporting Analyst to drive Agile delivery on the ServiceNow platform, facilitating ceremonies and owning platform reporting for leadership.

You will build dashboards, measure KPIs, collaborate with Product Owners, and support ROI tracking while working with global teams in a dynamic, hybrid work environment.

Qualifications

• Experience as a Scrum Master, Agile Coach, or similar role.
• Experience with the ServiceNow platform.
• Familiarity with ITIL 4, ITILv5 or ITSM concepts.
• Strong knowledge of Scrum and Kanban frameworks.
• Experience using Jira.
• Experience supporting technology or platform teams.
• Experience building reports and dashboards for leadership (Excel, Power BI, Tableau, ServiceNow Performance Analytics).
• Scrum, PMP, or Kanban certification is a plus.
• ServiceNow CSA certification is a plus.

Responsibilities

• Facilitate Scrum and Kanban ceremonies for platform streams.
• Support demand management and prioritization with backlog intake and sequencing.
• Remove delivery impediments and aid team productivity.
• Coach teams on Agile principles and practices.
• Collaborate with Product Owners on planning and prioritization.
• Provide backup Scrum Master coverage across platform streams.
• Prepare executive-level presentations and reports.
• Own reporting, metrics, and KPIs, flagging underperforming areas.
• Build and maintain dashboards for senior management on backlog health and throughput.

Skills

Scrum Master

Agile Coach

Agile delivery support

Education

ITIL 4 / ITILv5 / ITSM concepts

Scrum / PMP / Kanban certification

ServiceNow CSA certification

Tools

Jira

Power BI

Tableau

ServiceNow Performance Analytics

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Scrum Master & Platform Reporting Analyst – ServiceNow Platform

The Scrum Master & Platform Reporting Analyst supports the ServiceNow platform team by enabling Agile delivery, facilitating ceremonies, and driving continuous improvement, while also owning platform reporting, metrics, and analytics to support data-driven decision-making across the team.

Key Responsibilities

• Facilitate Scrum and Kanban ceremonies for assigned platform streams.
• Support demand management and prioritization, working alongside the Senior Scrum Master on backlog intake and sequencing.
• Remove delivery impediments and support team productivity.
• Coach teams on Agile principles and practices.
• Collaborate with Product Owners and stakeholders on planning and prioritization.
• Provide backup Scrum Master coverage across platform streams as needed.
• Prepare executive-level presentations and reports.
• Fluent English is mandatory, as the role requires daily collaboration with global teams and stakeholders.
• Own overall reporting, metrics, and KPIs, measuring performance improvements and flagging areas that are underperforming.
• Build and maintain dashboards and reports for senior management, covering backlog health, closure time, and throughput trends.
• Support measurement of ROI for the ServiceNow platform.

Minimum Requirements

• Experience as a Scrum Master, Agile Coach, or in a similar Agile delivery support role.
• Experience with the ServiceNow platform.
• Familiarity with ITIL 4, ITILv5 or ITSM concepts.
• Strong knowledge of Scrum and Kanban frameworks.
• Experience using Jira.
• Experience supporting technology or platform teams.
• Experience building reports and dashboards for leadership audiences (e.g., Excel, Power BI, Tableau, ServiceNow Performance Analytics).
• Scrum, PMP, or Kanban certification is a plus.
• ServiceNow CSA certification is a plus

Working Hours- 3:00 PM-12:00 AM

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.