ITSM Scrum Master

NTT America, Inc.; San Diego (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

NTT DATA in San Diego, CA is seeking an ITSM Scrum Master to guide agile delivery, coordinate PI planning, and drive continuous improvement across ITSM and DevOps practices.

You will facilitate Scrum ceremonies, optimize ServiceNow ITSM workflows, manage Azure DevOps boards, monitor performance metrics, and collaborate with stakeholders to ensure reliable, high‑quality services and successful project outcomes across multiple teams and client environments.

Qualifications

• 3+ years of ITSM experience with Incident, Problem, Change, Knowledge, and Service Catalog.

Responsibilities

• Serve as Scrum Master for Agile delivery teams, facilitating sprint planning, daily stand-ups, sprint reviews, retrospectives, and ensuring adherence to Agile Scrum principles.

Skills

ITSM expertise

ServiceNow ITSM

Scrum Master

Azure DevOps

PI Planning facilitation

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow ITSM

Azure DevOps

Job description

Req ID: 388919

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking a ITSM Scrum Master to join our team in San Diego, California (US-CA), United States (US).

Job Responsibilities:

• Serve as Scrum Master for Agile delivery teams, facilitating sprint planning, daily stand-ups, sprint reviews, retrospectives, and ensuring adherence to Agile Scrum principles.
• Lead and coordinate Program Increment (PI) Planning activities, managing dependencies, risks, and alignment across Agile Release Trains (ARTs).
• Manage and optimize Azure DevOps boards, backlog refinement, sprint execution, workflow tracking, and Agile delivery reporting.
• Oversee ITSM processes within ServiceNow, including Incident, Problem, Change, Knowledge, and Service Catalog management to ensure operational excellence.
• Act as Incident and Change Manager, driving timely resolution of critical incidents, coordinating change approvals, and minimizing service disruptions.
• Monitor Agile and ITSM performance metrics, prepare dashboards and reports, and drive continuous process improvement initiatives.
• Collaborate with business stakeholders, product owners, technical teams, and leadership to ensure successful delivery of services and project objectives.

Basic Qualifications:

• 3+ years of hands‑on experience in IT Service Management (ITSM) with strong knowledge of Incident, Problem, Change, Knowledge, and Service Catalog Management.
• 3+ years of experience administering and supporting the ServiceNow ITSM platform, including workflow management and service process optimization.
• 3+ years of Scrum Master experience in Agile delivery environments with a strong understanding of Agile Scrum methodologies and frameworks.

Degree: Bachelors in Computer Science or equivalent work experience

Nice to Have:

• Proven experience facilitating PI Planning events and supporting Agile Release Train (ART) execution in scaled Agile environments.
• Strong expertise in Azure DevOps, including backlog management, sprint planning, work item tracking, dashboards, and Agile reporting.
• Demonstrated experience in stakeholder management, risk mitigation, dependency management, and cross‑functional team coordination.
• Excellent communication, facilitation, problem‑solving, and leadership skills with the ability to drive continuous improvement and delivery excellence.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in‑office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here (http://us.nttdata.com/en/compliance#eeos) . If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights) . For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp) .