Senior Scrum Master – ServiceNow Platform

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Senior Scrum Master ServiceNow Platform

The Senior Scrum Master supports ServiceNow platform teams by enabling effective Agile delivery optimizing flow across multiple work streams and driving continuous improvement in a complex enterprise environment. This role operates beyond team-level execution partnering with Product Owners managers and stakeholders to improve delivery predictability transparency and value realization across the ServiceNow platform.

Key Responsibilities

• Facilitate Scrum and Kanban ceremonies across one or more ServiceNow platform teams.
• Support demand management backlog refinement and prioritization in collaboration with Product Owners and stakeholders.
• Remove delivery impediments and proactively address risks dependencies and constraints impacting delivery.
• Coach teams Product Owners and stakeholders on Agile principles practices and continuous improvement.
• Drive alignment across teams to improve flow reduce bottlenecks and manage cross-team dependencies.
• Track and communicate delivery metrics (velocity throughput predictability) and support data-driven decision-making.
• Prepare executive-level presentations and status reporting for platform leadership.
• Support the adoption and consistent use of Agile tools and practices (Jira Confluence).
• Partner with platform leadership to improve ways of working and delivery governance.
• Involves regular collaboration with global teams and stakeholders across regions.

Minimum Requirements

• Minimum 8 Years of related work experience as Scrum master experience
• Proven experience as a Scrum Master or Agile Coach in enterprise environments.
• Experience supporting technology and ServiceNow platform teams.
• Strong knowledge of Scrum and Kanban frameworks and their practical application.
• Experience working with Jira and Confluence for Agile delivery and reporting.
• Ability to manage multiple teams priorities and stakeholders simultaneously.
• Preferred certification in Scrum CSM PMP or Kanban

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

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