ServiceNow Scrum Master

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

POSITION SUMMARY

CVS Health is seeking a ServiceNow Scrum Master to join our Enterprise Service Management organization within Solutions Architecture & Infrastructure Platforms. The ServiceNow Scrum Master plays a critical role in enabling the successful delivery of ServiceNow products and platform capabilities by driving Agile excellence, facilitating collaboration, and fostering high-performing teams that deliver business value at scale.

As a ServiceNow Scrum Master, you will serve as the Agile leader for one or more ServiceNow product teams, guiding the execution of strategic initiatives across the ServiceNow platform. This role is responsible for facilitating Scrum ceremonies, managing sprint execution, removing delivery impediments, and coaching teams on Agile best practices to improve delivery predictability, quality, and operational effectiveness. The ServiceNow Scrum Master works closely with Product Owners, ServiceNow process owners, architects, developers, engagement managers, and business stakeholders to translate strategic priorities into actionable work plans. This individual serves as the primary point of coordination for sprint and release activities, ensuring alignment between business objectives, product roadmaps, and delivery commitments while maintaining visibility into progress, dependencies, risks, and outcomes.

In addition, the ServiceNow Scrum Master will drive continuous improvement initiatives by leveraging team performance metrics, velocity trends, burndown data, and delivery insights to identify opportunities for greater efficiency and effectiveness. The role is responsible for facilitating collaboration across cross-functional teams, managing RAID items, supporting release planning activities, and helping teams navigate organizational change and competing priorities. Success in this role requires strong Agile expertise, servant leadership, stakeholder management, and the ability to influence without authority. The ideal candidate is a collaborative and data-driven ServiceNow Scrum Master who can coach teams toward self-organization, foster accountability and transparency, and create an environment where teams can consistently deliver high-quality ServiceNow solutions that support enterprise business objectives.

Location: Remote or Hybrid

Preferred: East Coast or Midwest candidates supporting EST/CST business hours.

PRIMARY RESPONSIBILITIES

• Lead Agile delivery for one or more ServiceNow teams by facilitating Scrum ceremonies, managing sprint execution, coordinating releases, and ensuring alignment with product roadmaps, business priorities, and organizational objectives.
• Partner with Product Owners, ServiceNow process owners, and stakeholders to refine and prioritize backlogs, translate epics and user stories into actionable work, establish sprint goals, and maintain visibility into delivery commitments and outcomes.
• Coach and mentor teams on Agile, Scrum, Kanban, and Lean principles while fostering collaboration, accountability, self-organization, continuous improvement, and adherence to Agile best practices.
• Proactively identify and remove delivery impediments, manage risks, dependencies, and RAID items, leverage team performance metrics to drive improvements, and implement process enhancements that increase efficiency, quality, and predictability.
• Serve as the primary communication and coordination point across development teams, engagement managers, stakeholders, and leadership by providing transparent status reporting, facilitating decision-making, supporting change management, and promoting shared ownership of business value delivery.

REQUIRED QUALIFICATIONS

• 5+ years serving as a Scrum Master supporting software development, platform engineering, or enterprise technology delivery teams utilizing Agile methodologies.
• 4+ years facilitating Agile delivery activities including sprint planning, backlog refinement, release planning, dependency management, stakeholder engagement, and continuous improvement initiatives.
• 3+ years supporting ServiceNow platform implementations, enhancements, or product delivery teams across enterprise environments.
• 2+ years leveraging Agile management tools such as Jira, Rally, Azure DevOps, or ServiceNow Agile Development to monitor team performance, delivery metrics, velocity, and sprint outcomes.
• 1+ year driving cross-functional collaboration, risk and impediment resolution, organizational change management, and delivery execution within a complex matrixed environment.

PREFERRED QUALIFICATIONS

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