Scrum Master

• Elicit, document, and validate business and functional requirements for ServiceNow initiatives across modules (ITSM, HRSD, SPM, CSM, etc.)
• Facilitate workshops, interviews, and JAD sessions with stakeholders at all levels
• Translate business needs into user stories, use cases, process flows, and acceptance criteria
• Serve as the primary liaison between business stakeholders and the ServiceNow development/configuration team
• Conduct current-state process analysis and recommend future-state improvements leveraging platform capabilities
• Manage the product backlog, prioritize features, and support sprint planning in an Agile environment
• Partner with platform architects and developers to ensure solutions are scalable and align with ServiceNow best practices
• Support UAT by defining test scenarios, coordinating testing, and tracking defects to resolution
• Develop training materials and support change management activities at go-live
• Produce clear documentation including BRDs, solution design documents, and process maps

ScrumMaster, ScrumMaster, ServiceNow, IT Service Management (ITSM), Requirements Management, Functional Testing, Use Cases, Process Flow, Process Analysis, Agile Programming Methodologies, * 4-8 years of experience as a Business Analyst, with at least 3 years working directly with the ServiceNow platform

• Strong understanding of ServiceNow’’s data model, workflows, and core modules
• Proficiency in requirements management tools (Jira, Azure DevOps, or similar)
• Experience working in Agile/Scrum delivery models
• Demonstrated ability to facilitate workshops and influence without direct authority
• Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences

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