Scrum Master

Senior Scrum Master - ServiceNow

Location: Columbus, OH

Work Arrangement: Hybrid

Employment Type: Contract

Position Overview

Our client is seeking an experienced Senior Scrum Master to improve the operational effectiveness of its Infrastructure, End User Experience, and Operations teams. This consultant will manage and maintain a healthy backlog, support Agile delivery practices, ensure focus on high-priority work, and help teams consistently deliver measurable business value.

The ideal candidate brings strong Scrum leadership skills and hands-on ServiceNow experience , including ServiceNow Agile, request management, dashboards, reporting, and catalog management. This person will promote alignment to business priorities, identify operational work that can be automated or transitioned away from development teams, strengthen requirements and quality practices, and lead continuous-improvement initiatives.

Key Responsibilities

• Agile Delivery Leadership

• Operational Effectiveness

• Strategic Alignment

• Team Enablement and Agile Coaching

Additional Responsibilities

• Collaborate with other Scrum Masters, Agile leads, project execution leaders, and delivery partners to align Agile practices across teams.
• Monitor team capacity and ensure resources are appropriately aligned to current priorities.
• Coordinate cross-team dependencies and communicate potential delivery impacts early.
• Support the development of consistent Agile standards, templates, reporting practices, and operational workflows.
• Drive continuous-improvement efforts using delivery metrics, retrospectives, stakeholder feedback, and root-cause analysis.
• Maintain clear and accurate documentation related to backlogs, processes, improvement initiatives, risks, decisions, and team performance.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent relevant experience.
• 5 years of experience working with Agile and Scrum frameworks , including facilitating core Scrum ceremonies and managing delivery backlogs.
• 2 years of hands-on ServiceNow experience is required , particularly in the following areas:
  • ServiceNow Agile Development or Agile modules
  • Request management
  • Service catalog management
  • Dashboard creation and reporting
  • Backlog tracking and workflow management
• Demonstrated ability to manage sprint ceremonies, backlog refinement, sprint commitments, team capacity, and backlog health.
• Proven experience coaching and enabling Agile teams, particularly in environments where Agile practices are still maturing.
• Strong organizational, facilitation, stakeholder-management, and written and verbal communication skills.
• Experience establishing and using operational metrics to improve delivery outcomes.
• Ability to identify operational inefficiencies and drive practical process-improvement solutions.
• Ability to manage competing priorities, resolve delivery blockers, and keep teams focused on high-value work.
• Ability to influence stakeholders and build alignment around priorities, capacity, scope, and delivery tradeoffs.
• Comfortable working in a fast-paced, evolving environment with a mix of planned project work and operational demands.

Preferred Qualifications

• Scrum Master certification, such as CSM, PSM, SAFe Scrum Master, or equivalent.
• Experience supporting Infrastructure, End User Experience, IT Operations, or enterprise technology service teams.
• Working knowledge of infrastructure products, end-user computing services, IT operations, and service-management practices.
• Experience with ITSM, ITIL, service catalogs, request fulfillment, incident/problem/change processes, or operational reporting.
• Familiarity with the insurance industry and its operational environment.
• Experience developing performance dashboards, delivery scorecards, or executive-level reporting.
• Experience leading automation, workflow optimization, or operational-transformation initiatives.

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.


EEO Notice


Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.


Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io .


Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .

Representation Notice


By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada: Based on Highspring's discussions with its Client, Highspring's understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).

Privacy Notice


Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here ( ). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice


Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.