Scrum Master - ServiceNow

DMI

113d

About The Position

DMI, LLC is seeking an experienced Scrum Master to oversee and guide multiple Scrum teams working on complex IT projects, including those involving ServiceNow platform implementations and enhancements. The Scrum Master’s responsibilities include ensuring development teams adhere to Scrum framework values and agile practices, mentoring and motivating teams to improve processes, facilitating meetings and decision-making activities, and removing impediments to ensure smooth delivery. The ideal Scrum Master must have a firm grasp of agile practices coupled with hands-on experience in ServiceNow project delivery and platform fundamentals. Exceptional interpersonal, project management, and problem-solving skills are essential.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related discipline preferred.
• Certified Scrum Master (CSM) certification required; SAFe certification a plus.
• Minimum 3+ years experience as a Scrum Master or similar agile role.
• Strong working knowledge of Scrum, Kanban, and other Agile frameworks to deliver high-quality solutions.
• Hands-on experience with ServiceNow development processes, modules (e.g., ITSM, ITBM, CMDB), and platform capabilities.
• Familiarity with ServiceNow Agile Development and its use in sprint planning, backlog management, and reporting.
• Proficiency with agile management and collaboration tools such as JIRA, ServiceNow Agile Development, or similar.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and stakeholder management abilities.
• Strong analytical thinking and problem-solving aptitude to drive resolution of technical and process challenges.
• Experience working in large, complex IT environments, especially governmental agencies such as WMATA, is highly desirable.
• Ability to adapt and thrive in a fast-paced, dynamic environment with multiple concurrent teams and priorities.

Responsibilities

• Use agile methodology values, principles, and practices to plan, manage, and deliver software and IT solutions.
• Train, mentor, and support Scrum teams to strictly follow agile values, principles, and best practices.
• Facilitate Scrum ceremonies: daily stand-ups, sprint planning, retrospectives, backlog refinement, and demos.
• Cultivate strong and collaborative working relationships with Product Owners, stakeholders, and cross-functional teams.
• Identify and remove impediments, risks, and blockers impacting team progress.
• Work closely with product owners, business analysts, and developers to understand requirements, particularly related to ServiceNow modules such as ITSM, ITOM, HRSD, and others.
• Coordinate with technical teams to ensure best practices are followed in ServiceNow development, customization, and integration efforts.
• Leverage agile tools like JIRA and ServiceNow Agile Development module to track progress, manage backlogs, and report metrics.
• Facilitate sprint demos and product/system testing to validate ServiceNow configurations and workflows meet client expectations.
• Track project deliverables, timelines, and financials ensuring alignment with client goals and contract requirements.
• Prepare and deliver clear, concise status reports and presentations to WMATA stakeholders and senior management.
• Promote continuous improvement by identifying process inefficiencies and coaching teams toward higher velocity and quality.

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
• Annual performance reviews, tuition assistance, and internal career growth opportunities.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree