ServiceNow Scrum Master and Business Analyst

CVS Health is seeking a dynamic ServiceNow Scrum Master / Business Analyst to support Agile delivery and Strategic Portfolio Management (SPM) within the Enterprise Service Management team. This role facilitates Agile ceremonies, drives continuous improvement, supports ServiceNow development teams, and gathers business requirements for SPM-related initiatives.

Responsibilities:

• Lead Agile ceremonies for ServiceNow teams (planning, stand-ups, reviews, retrospectives)
• Coach teams in Agile practices, promoting collaboration, accountability, and continuous improvement
• Partner with Product Owners to refine and prioritize backlogs; ensure clear, actionable user stories
• Remove impediments, escalate issues, and collaborate cross‑functionally to drive delivery
• Track sprint metrics (velocity, burndown, delivery KPIs) and recommend improvements
• Maintain open communication with stakeholders; ensure team alignment on goals and scope
• Foster a transparent, trust‑based environment and facilitate constructive feedback
• Coordinate with other Scrum Masters to share best practices and evolve Agile maturity
• Support release planning, documentation, and team readiness through all SDLC stages
• Gather and document business requirements, epics, user stories, and acceptance criteria for SPM demands
• Create process maps, flowcharts, and other documentation to support solution design
• Develop test plans and test cases to validate system functionality and ensure quality
• Analyze current workflows to identify improvement opportunities and recommend optimization strategies
• Conduct feasibility and cost‑benefit analyses for proposed enhancements
• Build dashboards, reports, and visualizations to communicate insights to stakeholders
• Facilitate interviews, workshops, and surveys to elicit business needs and support change management

Requirements:

• 5+ years of experience serving as a Scrum Master for software development teams
• 5+ years of experience in Agile principles and frameworks, including Scrum, Kanban, and Lean Agile
• 3+ years of experience in a business analysis role
• 1+ years of experience in Strategic Portfolio Management (SPM) in ServiceNow
• Certified Scrum Master (CSM) or equivalent Agile certification
• 3+ years of Scrum Master experience supporting ServiceNow development teams
• ServiceNow certifications such as CSA; strong understanding of the ServiceNow platform
• Experience with scaled Agile frameworks (SAFe, LSS)
• Proven ability to coach teams on Agile principles, Scrum practices, and self‑organization
• Strong leadership skills to build high‑performing teams and drive continuous improvement
• Excellent communication and facilitation skills; able to influence and collaborate across teams and stakeholders
• Skilled in removing impediments, problem‑solving, and promoting effective Scrum adoption
• Experience managing RAID items and applying frameworks such as SWOT and RASCI
• Effective partner to Agile coaches and other Scrum Masters to mature organizational Agile practices
• Proficient in Agile tools (Jira, Rally, ServiceNow Agile Development)
• Adaptable and organized, able to operate in fast‑paced environments and manage multiple priorities