ServiceNow SAM Business Analyst / Scrum Master

Kentro

16h•Remote

About The Position

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers’ missions, fostering professional growth, and making a positive impact on our communities. Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones. We are looking for a versatile and detail-oriented ServiceNow Software Asset Management (SAM) Business Analyst / Scrum Master to support the remediation of SAM modules. This position will drive requirements gathering, backlog refinement, testing, and Agile delivery for a federal client, working closely with the Project Manager, developers, and client stakeholders. The ideal candidate brings not only strong technical and facilitation skills, but also the professionalism and interpersonal agility to build productive working relationships across a wide range of stakeholders.

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.

Nice To Haves

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.

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.

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.
Reimbursement amounts may fluctuate due to IRS limitations.
We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking.
We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.
We work hard; we play hard.
Kentro is committed to incorporating fun into every day.
We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
In alignment with our commitment to our communities, we also host and attend charity galas/events.
We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.