Scrum Master & Platform Reporting Analyst, ServiceNow

Genesys Cloud Services, Inc.; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Genesys Cloud Services, Inc. is seeking a Scrum Master & Platform Reporting Analyst to enable agile delivery on the ServiceNow platform. The role drives ceremonies, backlog prioritization, and continuous improvement while owning reporting, metrics, and analytics for leadership visibility.

Fluent English is mandatory for daily collaboration with global teams. The position includes executive-ready dashboards and a chance to influence ROI tracking for the platform.

Qualifications

• Experience as Scrum Master, Agile Coach, or similar role.
• Experience with the ServiceNow platform.
• Familiarity with ITIL 4/ITSM concepts.
• Strong knowledge of Scrum and Kanban frameworks.
• Experience using Jira.
• Experience building reports for leadership (Excel, Power BI, Tableau, ServiceNow Analytics).
• Certifications: Scrum, PMP, or Kanban a plus; ServiceNow CSA 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 overall reporting, metrics, and KPIs, measuring performance improvements and flagging underperforming areas.
• Build and maintain dashboards and reports for senior management, covering backlog health, closure time, and throughput trends.

Skills

Scrum

Kanban

Agile coaching

Backlog management

Stakeholder collaboration

Reporting & analytics

Executive presentations

English communication

Tools

Jira

Excel

Power BI

Tableau

ServiceNow Performance Analytics

ServiceNow CSA

Job description

**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**