Track Lead (Support & Operations)

Job Summary

Role Summary

The Scrum Master is responsible for facilitating Agile (Scrum) delivery for Service Now platform initiatives, ensuring teams deliver high‑quality Service Now solutions aligned to business priorities. This role acts as a servant‑leader to the Agile team, removes impediments, ensures adherence to Scrum principles, and enables effective collaboration between Product Owners, developers, platform admins, and enterprise stakeholders.

The Scrum Master also plays a key role in incident, service request (SR), and demand intake, ensuring operational and enhancement demands are appropriately routed through Service Now demand and backlog management processes.

Key Responsibilities

Key Responsibilities 1. Scrum & Agile Ceremonies Facilitation Facilitate and time‑box all Scrum ceremonies including: Sprint Planning Daily Stand‑ups Sprint Reviews / Demos Sprint Retrospectives Ensure ceremonies are effective, outcome‑oriented, and aligned to Scrum best practices. Coach the team to self‑organize and maintain predictable sprint execution. 2. Service Now Demand, Incident & SR Management Coordinate identification and triage of: Incidents Service Requests (SRs) Enhancement and transformation demands Ensure demands are: Clearly articulated Size‑estimated (story points / T‑shirt size) Routed through the Service Now Demand Management process Work with Product Owner and Platform Leads to: Convert approved demands into epics, features, and user stories Maintain a healthy, prioritized backlog within Service Now Agile / SPM modules Ensure operational work vs project work is transparently tracked and capacity‑planned. 3. Impediment & Dependency Management Proactively identify and remove impediments impacting sprint goals such as: Environment issues Access constraints Cross‑team dependencies SME availability Integration blockers (e.g., CMDB, monitoring, identity) Escalate risks and blockers early to leadership and governance forums. Track impediments and dependencies in Service Now or agreed Agile tools. 4. Sprint Execution & Scope Control Protect the sprint backlog from unplanned work and scope creep. Ensure sprint commitments are realistic and aligned with team capacity. Facilitate trade‑off discussions when urgent incidents or SRs interrupt sprint execution. Help the team balance: Platform stability (run) Enhancements (change) Strategic transfo

Skill Requirements

Role Summary The Scrum Master is responsible for facilitating Agile (Scrum) delivery for Service Now platform initiatives, ensuring teams deliver high‑quality Service Now solutions aligned to business priorities. This role acts as a servant‑leader to the Agile team, removes impediments, ensures adherence to Scrum principles, and enables effective collaboration between Product Owners, developers, platform admins, and enterprise stakeholders. The Scrum Master also plays a key role in incident, service request (SR), and demand intake, ensuring operational and enhancement demands are appropriately routed through Service Now demand and backlog management processes. Key Responsibilities 1. Scrum & Agile Ceremonies Facilitation Facilitate and time‑box all Scrum ceremonies including: Sprint Planning Daily Stand‑ups Sprint Reviews / Demos Sprint Retrospectives Ensure ceremonies are effective, outcome‑oriented, and aligned to Scrum best practices. Coach the team to self‑organize and maintain predictable sprint execution. 2. Service Now Demand, Incident & SR Management Coordinate identification and triage of: Incidents Service Requests (SRs) Enhancement and transformation demands Ensure demands are: Clearly articulated Size‑estimated (story points / T‑shirt size) Routed through the Service Now Demand Management process Work with Product Owner and Platform Leads to: Convert approved demands into epics, features, and user stories Maintain a healthy, prioritized backlog within Service Now Agile / SPM modules Ensure operational work vs project work is

Other Requirements

Key Responsibilities 1. Scrum & Agile Ceremonies Facilitation Facilitate and time‑box all Scrum ceremonies including: Sprint Planning Daily Stand‑ups Sprint Reviews / Demos Sprint Retrospectives Ensure ceremonies are effective, outcome‑oriented, and aligned to Scrum best practices. Coach the team to self‑organize and maintain predictable sprint execution. 2. Service Now Demand, Incident & SR Management Coordinate identification and triage of: Incidents Service Requests (SRs) Enhancement and transformation demands Ensure demands are: Clearly articulated Size‑estimated (story points / T‑shirt size) Routed through the Service Now Demand Management process Work with Product Owner and Platform Leads to: Convert approved demands into epics, features, and user stories Maintain a healthy, prioritized backlog within Service Now Agile / SPM modules Ensure operational work vs project work is transparently tracked and capacity‑planned. 3. Impediment & Dependency Management Proactively identify and remove impediments impacting sprint goals such as: Environment issues Access constraints Cross‑team dependencies SME availability Integration blockers (e.g., CMDB, monitoring, identity) Escalate risks and blockers early to leadership and governance forums. Track impediments and dependencies in Service Now or agreed Agile tools. 4. Sprint Execution & Scope Control Protect the sprint backlog from unplanned work and scope creep. Ensure sprint commitments are realistic and aligned with team capacity. Facilitate trade‑off discussions when urgent incidents or SRs interrupt sprint execution. Help the team balance: Platform stability (run) Enhancements (change) Strategic transfo