Senior Manager - ServiceNow Colleague Experience Scrum Master

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : ServiceNow IT Service Management
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

POSITION TITLE Sr Manager, ServiceNow Colleague Experience Scrum Master

ROLE SUMMARY As the Colleague Experience Scrum Master for the ServiceNow Platform team, you will be responsible for driving agile delivery and continuous improvement across initiatives focused on enhancing employee and colleague experiences on the ServiceNow platform.

This role serves as the servant leader for one or more Colleague Experience Scrum Teams working on solutions such as CSM, Onboarding, Platform etc.,


ROLE RESPONSIBILITIES

Serve as the servant leader for the Colleague Experience Scrum Team(s), ensuring Agile values and principles guide day to day delivery.
Facilitate all Scrum ceremonies including Sprint Planning, Daily Stand ups, Refinement, Review, and Retrospectives.
Work closely with Product Owners to ensure the backlog is clear, prioritized, refined, and aligned with colleague-experience priorities.
Drive predictable and sustainable delivery by monitoring velocity, team capacity, sprint goals, and iteration flow.
Ensure the team adheres to organizational Agile standards and ServiceNow delivery best practices.
Actively identify, track, and remove team impediments to maintain a healthy development flow.
Engage cross-functional teams such as HR Operations, IT Support, Security and ServiceNow Platform teams to resolve blockers.
Coach the team on applying Lean principles to reduce waste and improve throughput.
Monitor dependencies across multiple squads, ARTs, or platforms and escalate risks proactively.
Partner with the Product Owner to refine epics, features, and stories for Colleague Experience solutions (e.g., HRSD, Onboarding, Journey Designer, WSD).
Ensure acceptance criteria, business rules, and functional expectations are well-understood by the engineering team.
Support the PO in stakeholder alignment, roadmap discussions, and value prioritization.
Facilitate transparent communication between team members, SMEs, architects, and leadership.
Guide the team in delivering high-quality ServiceNow enhancements across modules.
Ensure development work follows ServiceNow SDLC standards, configuration best practices, and platform governance.
Coordinate with ServiceNow Platform Owners, Engineering Leads, and Architects to ensure solution feasibility and adherence to guardrails.
Promote adoption of ATF (Automated Test Framework), CI/CD pipelines, and quality engineering practices where applicable.
Promote a psychologically safe and collaborative culture that encourages innovation and experimentation.
Maintain clear visibility into sprint progress using burndown charts, dashboards, and flow metrics.
Track team commitment vs. completion, impediment trends, risk logs, and dependency boards.
Provide delivery updates to leadership, stakeholders, and portfolio governance groups.
Support program-level ceremonies and reporting if operating under SAFe or another scaled Agile framework.
Coordinate with Release Management, QA, UAT teams, and Change Management to ensure timely deployment.
Support release readiness activities including documentation, validation, communication, and stakeholder training.
Ensure colleague experience enhancements are fully tested, adopted, and measured for business impact.
Identify opportunities to enhance self-service, automation, knowledge effectiveness, and omni-channel support.
Support organizational change initiatives that improve adoption, usability, and satisfaction of ServiceNow-based colleague workflows.

BASIC QUALIFICATIONS

Bachelor s Degree in Computer Science, Business, or an affiliated field with 6 years of experience or Master s degree with 5 years of experience
4 years managing digital support teams.
3 years in a management position.
In-depth knowledge of Scrum and Agile Software Development Methodology
Ability to prioritize demand based on business value.
Advanced communication skills (written and verbal), with proven ability to express complex ideas in a simple logical manner to a variety of stakeholders
Ability to drive stakeholders to resolve deadlocks, present feasible options and gain agreement towards a solution
Quick to acquire product expertise / technical acumen in order to understand current & desired product experience as well as underlying tech & dependencies

PREFERRED QUALIFICATIONS

MBA or Master s degree
ITSM, HRSD, or CSM ServiceNow Implementor Certification
Experience running a ServiceNow Product or Support team.
Certified Scrum Master (CSPO) certification and project management experience considered an asset
Scaled Agile Framework (SAFe) certification or experience operating in scaled agile delivery considered an asset
Strong customer focus, with the ability to understand and anticipate the needs of internal and external customers, and to deliver solutions that meet those needs.