ServiceNow SAM Business Analyst / Scrum Master

Kentro is a company dedicated to innovation and collaboration, and they are seeking a versatile and detail-oriented ServiceNow Software Asset Management (SAM) Business Analyst / Scrum Master. The role involves supporting the remediation of SAM modules, driving requirements gathering, backlog refinement, testing, and Agile delivery for a federal client while collaborating with various stakeholders.

Responsibilities:

• Conduct requirements gathering sessions workflows, user stories, and acceptance criteria related to SAM
• Collaborate directly with client stakeholders to refine and prioritize features
• Collect end user requirements and document process workflows related to ServiceNow Software Asset Manager
• Serve as Scrum Master for the delivery team, facilitating daily stand-ups, sprint planning, backlog grooming, and retrospectives
• Help manage delivery cadence and align sprint goals with contract deliverables and resource availability
• Track open action items, risks, and decisions across working sessions
• Own the SAM story backlog and ensure alignment with technical feasibility and platform best practices
• Serve as a key communication link between developers and business/technical stakeholders
• Effectively lead and operationalize meetings to deliver consensus on desired outcomes
• Collaborate with a diverse group of internal and external stakeholders, with the ability to communicate effectively across all audiences—including navigating complex personalities and fostering productive relationships with stakeholders who may have competing priorities or high expectations

Requirements:

• Must be US Citizen or Green Card Holder
• Must be able to obtain and maintain a Public Trust clearance
• Bachelor's degree in computer science, business, management, information systems, engineering, or related field (8 years of additional relevant experience may be substituted for education for a total of 16+ years of relevant experience)
• 8+ years of combined experience as a Business Analyst and Scrum Master with ServiceNow
• Expert in conducting daily standups, sprint planning, backlog grooming, and retrospectives
• Familiarity with asset lifecycle processes, license models, and IT asset governance
• Strong understanding of Agile frameworks and sprint management tools (e.g., Jira, ServiceNow Agile)
• Excellent facilitation, documentation, and communication skills
• Experience supporting a federal client
• Certified ScrumMaster (CSM), PMI-ACP, or equivalent Agile certification
• ServiceNow CSA or SAM certifications
• ServiceNow Micro-Certification - Agile and Test Management Implementation
• ServiceNow Micro-Certification - Automated Test Framework
• Experience creating process maps and functional documentation using tools like Lucidchart, Miro, or Visio
• Hands-on experience with ServiceNow SAM modules