Scrum Master & Platform Reporting Analyst, ServiceNow

8425 India - Genesys Telecom Labs India Private Limited; Chennai District; Hybrid; INR 1,500,000 - 2,500,000; Full time

Job summary

Genesys seeks a Scrum Master & Platform Reporting Analyst to support the ServiceNow platform, enable Agile delivery, and own metrics, dashboards and executive reporting for global teams.

You will facilitate ceremonies, drive backlog sequencing, coach teams on Agile practices, and collaborate with Product Owners to ensure data-driven planning and continuous improvement.

Qualifications

• 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 (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 assigned platform streams.
• Support demand management and prioritization, working with 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.
• Own reporting, metrics, and KPIs, and build dashboards for senior management.

Skills

Scrum & Kanban

Agile delivery

Stakeholder comms

English fluency

Tools

ServiceNow

Jira

Excel

Power BI

Tableau

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

Remote / Hybrid

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: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail]. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre‑filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow‑ups or resume submissions—may not receive a response.

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.