ITSM Scrum Master

NTT DATA Services • San Diego, CA

13d • Onsite

About The Position

NTT DATA is seeking an ITSM Scrum Master to join their team in San Diego, California. The role involves serving as a Scrum Master for Agile delivery teams, leading PI Planning, managing Azure DevOps, overseeing ITSM processes in ServiceNow, acting as Incident and Change Manager, and monitoring performance metrics. The position requires collaboration with various stakeholders to ensure successful service delivery and project objectives.

Requirements

• 3+ years of hands-on experience in IT Service Management (ITSM) with strong knowledge of Incident, Problem, Change, Knowledge, and Service Catalog Management.
• 3+ years of experience administering and supporting the ServiceNow ITSM platform, including workflow management and service process optimization.
• 3+ years of Scrum Master experience in Agile delivery environments with a strong understanding of Agile Scrum methodologies and frameworks.
• Proven experience facilitating PI Planning events and supporting Agile Release Train (ART) execution in scaled Agile environments.
• Strong expertise in Azure DevOps, including backlog management, sprint planning, work item tracking, dashboards, and Agile reporting.
• Demonstrated experience in stakeholder management, risk mitigation, dependency management, and cross-functional team coordination.
• Excellent communication, facilitation, problem-solving, and leadership skills with the ability to drive continuous improvement and delivery excellence.
• Bachelors in Computer Science or equivalent work experience

Responsibilities

• Serve as Scrum Master for Agile delivery teams, facilitating sprint planning, daily stand-ups, sprint reviews, retrospectives, and ensuring adherence to Agile Scrum principles.
• Lead and coordinate Program Increment (PI) Planning activities, managing dependencies, risks, and alignment across Agile Release Trains (ARTs).
• Manage and optimize Azure DevOps boards, backlog refinement, sprint execution, workflow tracking, and Agile delivery reporting.
• Oversee ITSM processes within ServiceNow, including Incident, Problem, Change, Knowledge, and Service Catalog management to ensure operational excellence.
• Act as Incident and Change Manager, driving timely resolution of critical incidents, coordinating change approvals, and minimizing service disruptions.
• Monitor Agile and ITSM performance metrics, prepare dashboards and reports, and drive continuous process improvement initiatives.
• Collaborate with business stakeholders, product owners, technical teams, and leadership to ensure successful delivery of services and project objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level