Job Title: Scrum Master
Location: India
Department: Infrastructure and Information Security
Reports To: Global Service Desk Manager
Job Summary
We are seeking a proactive and experienced Scrum Master to guide an Agile, package-based development team in delivering high-quality enhancements to the ITSM systems used to support end users in their use of iMerit's technology systems and their ability to access the services offered by various iMerit Departments. The Scrum Master will act as a servant leader, facilitating Scrum practices while also supporting product management and organizational change activities focused on ensuring successful delivery and adoption of ITSM features, including AI-enabled automations, that continuously enhance end user experience, streamline service delivery and improve operations efficiency.
Key Responsibilities
- Facilitate all Scrum ceremonies including:
- Sprint Planning
- Daily Stand-ups
- Sprint Reviews
- Retrospectives
- Guide Agile teams delivering ITSM platform enhancements and integrations using Scrum frameworks and Agile best practices
- Remove impediments impacting delivery of service management capabilities
- Foster a collaborative, transparent, and high-performing team environment
- Work closely with product teams and cross-functional stakeholders to facilitate requirements gathering sessions, translate business and operational needs into user stories, and ensure backlog readiness and prioritization
- Act as a liaison between stakeholders and the ITSM development team
- Plan and coordinate ITSM release and associated change management activities including development and execution of communication plans, facilitation of end-user training, enhancement of interim and long-term support and administration models and coordination with other teams where required.
- Track and communicate team progress using Agile metrics (e.g. velocity, burndown charts)
- Promote continuous improvement through retrospectives and feedback loops
Required Qualifications
- Bachelor's degree in computer science, engineering, business or related field
- 5–7 years of experience in Agile environments with experience in supporting ITSM platforms or service operations
- Proven experience as a Scrum Master or Agile Coach
- Strong understanding of Scrum, Kanban, and Agile methodologies
