Scrum Master

Vaco; Columbus (OH); Hybrid; USD 96,000 - 152,000; Full time

Job summary

Vaco by Highspring is seeking a Senior Scrum Master with hands-on ServiceNow experience to lead Agile delivery for Infrastructure, End User Experience, and Operations teams in Columbus. The contract role emphasizes backlog health, Scrum ceremonies, and prioritization aligned to business goals.

The ideal candidate will coach and enable Agile teams, drive continuous improvement, and develop dashboards and reporting. Strong stakeholder management and ITIL/ITSM familiarity are a plus.

Qualifications

• 5+ years of experience with Agile and Scrum, including facilitating core ceremonies and backlog management.
• 2+ years hands-on ServiceNow experience, including ServiceNow Agile, request management, catalog management, dashboards and reporting.

Responsibilities

• Provide Agile Delivery Leadership across teams and maintain backlog health.
• Promote alignment to business priorities and optimize delivery through continuous improvement initiatives.
• Enable teams through coaching and ensuring consistent Agile practices across squads.
• Collaborate with Scrum Masters and delivery partners to align practices and resources.
• Monitor capacity, dependencies, and risks to minimize delivery blockers.

Skills

Agile Scrum

Backlog management

Coaching teams

Stakeholder management

Communication

Organizational skills

Education

Bachelor's degree

Tools

ServiceNow

Dashboard reporting

Job description

Senior Scrum Master - ServiceNow

Location: Columbus, OH

Work Arrangement: Hybrid

Employment Type: Contract

Position Overview

Our client is seeking an experienced Senior Scrum Master to improve the operational effectiveness of its Infrastructure, End User Experience, and Operations teams. This consultant will manage and maintain a healthy backlog, support Agile delivery practices, ensure focus on high-priority work, and help teams consistently deliver measurable business value.

The ideal candidate brings strong Scrum leadership skills and hands‑on ServiceNow experience, including ServiceNow Agile, request management, dashboards, reporting, and catalog management. This person will promote alignment to business priorities, identify operational work that can be automated or transitioned away from development teams, strengthen requirements and quality practices, and lead continuous‑improvement initiatives.

Key Responsibilities

• Agile Delivery Leadership
• Operational Effectiveness
• Strategic Alignment
• Team Enablement and Agile Coaching

Additional Responsibilities

• Collaborate with other Scrum Masters, Agile leads, project execution leaders, and delivery partners to align Agile practices across teams.
• Monitor team capacity and ensure resources are appropriately aligned to current priorities.
• Coordinate cross-team dependencies and communicate potential delivery impacts early.
• Support the development of consistent Agile standards, templates, reporting practices, and operational workflows.
• Drive continuous‑improvement efforts using delivery metrics, retrospectives, stakeholder feedback, and root‑cause analysis.
• Maintain clear and accurate documentation related to backlogs, processes, improvement initiatives, risks, decisions, and team performance.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent relevant experience.
• 5+ years of experience working with Agile and Scrum frameworks, including facilitating core Scrum ceremonies and managing delivery backlogs.
• 2+ years of hands‑on ServiceNow experience is required, particularly in the following areas:
  • ServiceNow Agile Development or Agile modules
  • Request management
  • Service catalog management
  • Dashboard creation and reporting
  • Backlog tracking and workflow management
• Demonstrated ability to manage sprint ceremonies, backlog refinement, sprint commitments, team capacity, and backlog health.
• Proven experience coaching and enabling Agile teams, particularly in environments where Agile practices are still maturing.
• Strong organizational, facilitation, stakeholder‑management, and written and verbal communication skills.
• Experience establishing and using operational metrics to improve delivery outcomes.
• Ability to identify operational inefficiencies and drive practical process‑improvement solutions.
• Ability to manage competing priorities, resolve delivery blockers, and keep teams focused on high‑value work.
• Ability to influence stakeholders and build alignment around priorities, capacity, scope, and delivery tradeoffs.
• Comfortable working in a fast‑paced, evolving environment with a mix of planned project work and operational demands.

Preferred Qualifications

• Scrum Master certification, such as CSM, PSM, SAFe Scrum Master, or equivalent.
• Experience supporting Infrastructure, End User Experience, IT Operations, or enterprise technology service teams.
• Working knowledge of infrastructure products, end‑user computing services, IT operations, and service‑management practices.
• Experience with ITSM, ITIL, service catalogs, request fulfillment, incident/problem/change processes, or operational reporting.
• Familiarity with the insurance industry and its operational environment.
• Experience developing performance dashboards, delivery scorecards, or executive‑level reporting.
• Experience leading automation, workflow optimization, or operational‑transformation initiatives.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed