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ServiceNow Scrum Master

NBCUniversal, See List Below, Multiple Locations

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Level: Manager (Supervisor)


The Workplace Experience and Application Services team designs and implements IT Service Management solutions for NBCUniversal and its subsidiaries. The ServiceNow Business System Analyst / Scrum Master will collect, clarify, analyze and translate business requirements into documentation and conceptual design from which ServiceNow solutions are developed. This position works with the ServiceNow Sr. Developer to ensure the solutions are technically feasible, identifies areas to reduce implementation efforts, defines detailed stories with acceptance criteria, and works within the context of the Agile/Scrum development framework. The Business Systems Analyst / Scrum Master will work with internal customers, members of the ServiceNow team and external implementation partners to define, test, document, and rollout enhancements, fixes, and configuration changes needed to support the enterprise. This position is also responsible for authoring content and peer-reviewing a wide array of documents, including functional, technical and training. Additional responsibilities will include serving as Scrum Master, tracking and reporting the development team’s progress and metrics associated with the delivery of the initiatives.

Essential Responsibilities:
  • Develop a thorough understanding of the customer’s requirements and assist the project team in applying industry best practices and detailed knowledge of ServiceNow to help design optimal solutions that support the business processes that meet or exceed functional requirements
  • Participate as a domain expert in customer-facing meetings to facilitate discussions regarding ServiceNow initiatives
  • Assist the technical team in translating application functionality into application architecture and the production of business functionality requirements
  • Create Wireframes / Mockups for the user stories and review them with customers and gather feedback
  • Document workflows, processes and results of business analysis
  • List out risks and constraints in relation to identified requirements
  • Breakdown the application roadmap into epics and decompose into user stories and acceptance criteria
  • Assist and lead test plan development and execution. Perform functional test on each story configured.
  • Assist in quality management reviews and ensures that all business and design requirements are met
  • Assist, develop and deliver end-user training
  • Support Organizational Change Management (OCM) efforts by providing information on the “to be” solution
  • Develop strong internal relationships with key stakeholders and subject-matter experts across the organization
  • Serve as the thought leader to help define business processes, system usage, behavior and information requirement needs
  • Decompose business problems quickly and determine the root cause and provide solution alternatives
  • Assist in the development of automated tests in ServiceNow
  • Work with stakeholders and the project team to prioritize the backlog and plan
  • Serve as Scrum Master and drive Agile best practices within the development community and stakeholders
  • Provide status reports across products/programs detailing current progress, blockers, issues, and other relevant details to stakeholders
  • Schedule and facilitate all ceremonies, promptly publish meeting notes, and actively ensure action items are completed
  • Maintain ServiceNow Agile or Jira to track user stories, sprint progress, and longer-term roadmaps; utilize MS Teams for any team documentation
  • Handle all ‘Blocking and Tackling’ of distractions to development teams, as well as address and resolve blockers as they arise
  • Responsible for leading the team(s) in adhering to Agile and Kanban processes/activities


  • Requires a Bachelor’s degree in Information Technology, Computer Science or related fields. In lieu of Bachelor’s degree, extensive familiarity with the field’s concepts, practices and procedures is required.
  • 4+ years of experience working with IT Service Management solutions in an enterprise environment
  • 3 years of business processes and business analysis experience in a software application environment
  • 3 years of experience designing and developing process workflows, capturing and writing requirements, user stories and acceptance criteria
  • 3 years of experience developing and maintaining system lifecycle documentation
  • 2 years of experience as a ScrumMaster
  • An understanding of both functional and non-functional software testing
  • Strong understanding of the ServiceNow Application Suite covering ITSM, ITOM and ITBM areas
  • Able to assist management in building project roadmaps that communicate each team’s overall goals in an easy-to-understand and comprehensive manner
  • Solid understanding of Agile processes, including Scrum, Kanban, and the management of both
  • Advanced skills in ServiceNow Agile / Jira or similar tracking software and Microsoft Office tools
  • Able to assist team members with breaking down large stories into component parts
  • Able to assist team members to properly write their stories
  • Proven ability to train others in Scrum and Kanban processes
  • Excellent knowledge of best practices and an understanding of industry trends and difficulties
  • Superior attention to detail with excellent written and verbal communication skills.
  • Ability to understand complex business needs and adapt appropriately.
  • Ability to learn and adapt to new solutions applicable to the ServiceNow platform

  • ScrumMaster certification
  • An understanding of automated software testing
  • ITIL v3 or ITIL 4 Certification or equivalent practical experience
  • Comfortable leading in both technical and organizational contexts
  • Experience working with large global / multinational corporations

    At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

    NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.
  • About NBCUniversal

    At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU.

    Here you can create the extraordinary. Join us.


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