ServiceNow Agile/Scrum Lead

Milestone Technologies, Inc.; Walnut Creek (CA); Hybrid; USD 90,000 - 110,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a ServiceNow-focused Scrum Master to guide agile delivery in a hybrid role based in Walnut Creek.

The candidate will facilitate Scrum and Kanban teams, support release planning, and coordinate deployments with development and operations teams. Required are 8+ years IT experience, 3+ years as Scrum Master/Agile Coach, and 3+ years working with ServiceNow platform architectures and ITSM/ITOM.

Qualifications

• 8+ years of IT experience with software development or service management.
• 3+ years as Scrum Master/Agile Coach with Scrum and Kanban experience.
• Strong knowledge of SDLC and agile ceremonies.

Responsibilities

• Facilitate Scrum ceremonies for multiple teams and ensure backlog readiness.
• Coach Kanban teams to optimize flow and enforce WIP limits.
• Support release planning with Platform Owner/Product Manager and coordinate deployments.
• Remove impediments and drive continuous improvement with metrics.
• Document backlog items and ensure definition of done is met.

Skills

Agile delivery

Scrum Master

Kanban

Facilitation

Release planning

Team coaching

Stakeholder management

Agile metrics

SDLC

Product backlog

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

Job description

ServiceNow Scrum Master

Hybrid- 2-3 days on-site, Walnut Creek - Local Candidates only, please

W2 - Contract to hire

Rate: $65 - $80/hr
Please let me know what you seek.

W2 ONLY - No C2C, 1099, or Sponsorship

Required Experience

• 8+ of experience in Agile delivery, project, or program management
• 3+ years of knowledge of ServiceNow platform architecture, core features, and applications.
• Demonstrated experience in facilitating teams specifically working with the ServiceNow platform (e.g., ITSM, ITOM, HAM, SecOps).
• Exposure to Strategic Portfolio Management (SPM)
• Familiarity with ServiceNow platform implementations, deployments, upgrades, and configuration best practices.
• Experience leading delivery in mixed operational (KTLO) and project environments
• 8+ years of overall IT experience, with a strong focus on software development, service management or a related field
• 3+ years of experience as a Scrum Master, Agile Coach, or similar role, with direct experience supporting both Scrum and Kanban methodologies.

The ServiceNow Scrum Master is a dedicated Agile professional responsible for guiding our delivery on the ServiceNow platform. This servant-leader role involves facilitating both Scrum development teams and Kanban operational teams. The ideal candidate will have extensive ServiceNow and Scrum experience, excelling at fostering team self-organization, actively removing impediments, and driving continuous improvement. In addition to team facilitation, this role requires strong organizational skills to support the Platform Owner/Product Manager with release planning and to coordinate deployment execution across development and operations teams, ensuring predictable, high-quality and smooth delivery.

Key Responsibilities

Agile Team Facilitation and Support (60%)

Agile Leadership

Foster an environment of continuous flow, self-organization and continuous improvement.

Scrum Mastery

• Facilitate all Scrum ceremonies (Sprint Planning, Daily Scrum, Sprint Review, Retrospective) for Scrum teams
• Collaborate with the Product Owner to ensure the product backlog is refined, prioritized, and ready for future sprints.
• Facilitate backlog refinement discussions to clarify user stories, break down epics, and estimate work.

Kanban Facilitation

• Coach Kanban teams on managing their flow, visualizing work, and enforcing Work In Progress (WIP) limits to optimize throughput and predictability.
• Facilitate key Kanban events, such as Replenishment and Service Delivery Reviews, to manage demand and prioritize effectively.
• Impediment Removal: Proactively identify, track, and remove organizational and team-level roadblocks and dependencies that impede team progress or degrade flow. Shield the development team from external disruptions and distractions, enabling focused productivity and high-quality output.
• Metrics & Improvement: Drive continuous improvement by gathering, analyzing, and presenting team metrics (velocity, cycle time, quality, throughput) and translating retrospective insights into actionable process changes.
• Agile Tool Administration: Manage and maintain the team's work management boards (Scrum and Kanban) to ensure transparency and accurate reporting.

Release and Project Coordination Support (30%)

• Release Planning Support: Assist the Platform Owner/Product Manager with release planning activities, including dependency identification and feature alignment.
• Deployment Coordination: Coordinate deployment logistics for the agile teams under management, collaborating with developers, testers, and operations/release management to ensure the Change Request (CR) is prepared and executed smoothly.
• Release Readiness: Ensure all code, configurations, test results, and necessary documentation are complete and approved prior to the scheduled deployment window.
• Documentation: Ensure all stories and tasks are clearly documented in the backlog tool and that definition of done is met.
• Project Coordination Support: Provide hands-on coordination support as needed, assisting with dependency tracking, risk management, and project status reporting.

Other activities as assigned (10%)

Qualifications

Knowledge & Skills

Agile Expertise

• Strong understanding and experience with the full Software Development Life Cycle (SDLC), including requirements analysis, design, technology evaluation, development, release and version control, testing methodologies, and deployment management.
• Strong understanding and practical application of Scrum and Kanban methodologies.
• Proven experience driving both Scrum and Kanban development teams effectively.
• Skilled in facilitating Agile ceremonies, including stand-ups, sprint planning, reviews, and retrospectives
• Experience removing impediments, driving continuous improvement, and aligning delivery with evolving business priorities
• Ability to translate business requirements into user stories and acceptance criteria.
• Experience managing product backlogs
• Experienced in using Agile management tools
• Certifications (strongly preferred): Certified Scrum Master (CSM), Professional Scrum Master (PSM), or equivalent Agile certification.

ServiceNow Platform Expertise

• 3+ years of knowledge of ServiceNow platform architecture, core features, and applications.
• Demonstrated experience in facilitating teams specifically working with the ServiceNow platform (e.g., ITSM, ITOM, HAM, SecOps).
• Familiarity with ServiceNow platform implementations, deployments, upgrades, and configuration best practices.
• Familiarity with ServiceNow development life cycle and workflow
• Practical experience coordinating ServiceNow software deployments and operating within a formal Change Management (ITIL) framework.
• Certifications (desirable): Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
• ServiceNow Expertise: Utilize strong working knowledge of the ServiceNow platform's capabilities and architecture to effectively coach teams on technical challenges and dependencies, and ensure adherence to platform best practices

Soft Skills & Leadership

• Excellent communication and facilitation skills
• Ability to facilitate and coach Agile team members
• Ability to resolve conflicts and remove obstacles
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Strong planning, organizational and time management skills

Additional Experience

• Bachelor's degree in Computer Science, Information Systems, or equivalent work experience
• 8+ years of overall IT experience, with a strong focus on software development, service management or a related field
• 3+ years of experience as a Scrum Master, Agile Coach, or similar role, with direct experience supporting both Scrum and Kanban methodologies.

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