Scrum Master & Platform Reporting Analyst - ServiceNow

About the Role:

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries.

Scrum Master & Platform Reporting Analyst - ServiceNow Platform:

The Scrum Master & Platform Reporting Analyst supports the ServiceNow platform team by enabling Agile delivery, facilitating ceremonies, and driving continuous improvement, while also owning platform reporting, metrics, and analytics to support data-driven decision-making across the team.

Key Responsibilities:

• Facilitate Scrum and Kanban ceremonies for assigned platform streams.

• Support demand management and prioritization, working alongside the Senior Scrum Master on backlog intake and sequencing.

• Remove delivery impediments and support team productivity.

• Coach teams on Agile principles and practices.

• Collaborate with Product Owners and stakeholders on planning and prioritization.

• Provide backup Scrum Master coverage across platform streams as needed.

• Prepare executive-level presentations and reports.

• Own overall reporting, metrics, and KPIs, measuring performance improvements and flagging areas that are underperforming.

• Build and maintain dashboards and reports for senior management, covering backlog health, closure time, and throughput trends.

• Support measurement of ROI for the ServiceNow platform.

Minimum Requirements:

• Experience as a Scrum Master, Agile Coach, or in a similar Agile delivery support role.

• Experience with the ServiceNow platform.

• Familiarity with ITIL 4, ITILv5 or ITSM concepts.

• Strong knowledge of Scrum and Kanban frameworks.

• Experience using Jira.

• Experience supporting technology or platform teams.

• Experience building reports and dashboards for leadership audiences (e.g., Excel, Power BI, Tableau, ServiceNow Performance Analytics).

• Scrum, PMP, or Kanban certification is a plus.

• ServiceNow CSA certification is a plus.

• Fluent English is mandatory.

Working Hours:

• 3:00 PM - 12:00 AM.

Working at Genesys:

• AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.

• A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working.

• Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.

• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs.

• Recognized globally - Genesys is Great Place to Work certified in 17 countries.