ServiceNow Scrum Master and Business Analyst

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

CVS Health is seeking a dynamic Service Now Scrum Master / Business Analyst to support Agile delivery and Strategic Portfolio Management (SPM) within the Enterprise Service Management team. This role facilitates Agile ceremonies, drives continuous improvement, supports Service Now development teams, and gathers business requirements for SPM-related initiatives. The ideal candidate is an experienced Agile leader with strong communication skills and a proven track record managing Service Now implementations using Scrum or similar frameworks.

This role serves as the Scrum Master for Service Now platform and product teams, acting as the primary facilitator and single point of contact for sprint progress and project status. The Scrum Master partners with Service Now process owners and product development to translate epics and stories into clear, actionable tasks for developers, with a strong grasp of the purpose and impact of each initiative.

• Lead Agile ceremonies for Service Now teams (planning, stand‑ups, reviews, retrospectives).
• Coach teams in Agile practices, promoting collaboration, accountability, and continuous improvement.
• Partner with Product Owners to refine and prioritize backlogs; ensure clear, actionable user stories.
• Remove impediments, elevate issues, and collaborate cross‑functionally to drive delivery.
• Track sprint metrics (velocity, burndown, delivery KPIs) and recommend improvements.
• Maintain open communication with stakeholders; ensure team alignment on goals and scope.
• Foster a transparent, trust‑based environment and facilitate constructive feedback.
• Coordinate with other Scrum Masters to share best practices and evolve Agile maturity.
• Support release planning, documentation, and team readiness through all SDLC stages.

• Gather and document business requirements, epics, user stories, and acceptance criteria for SPM demands.
• Create process maps, flowcharts, and other documentation to support solution design.
• Develop test plans and test cases to validate system functionality and ensure quality.
• Analyze current workflows to identify improvement opportunities and recommend optimization strategies.
• Conduct feasibility and cost‑benefit analyses for proposed enhancements.
• Build dashboards, reports, and visualizations to communicate insights to stakeholders.
• Facilitate interviews, workshops, and surveys to elicit business needs and support change management.

• 5+ years of experience serving as a Scrum Master for software development teams.
• 5+ years of experience in Agile principles and frameworks, including Scrum, Kanban, and Lean Agile.
• 3+ years of experience in a business analysis role.
• 1+ years of experience in Strategic Portfolio Management (SPM) in Service Now.

• Certified Scrum Master (CSM) or equivalent Agile certification.
• 3+ years of Scrum Master experience supporting Service Now development teams.
• Service Now certifications such as CSA; strong understanding of the Service Now platform.
• Experience with scaled Agile frameworks (SAFe, LSS).
• Proven ability to coach teams on Agile principles, Scrum practices, and self‑organization.
• Strong leadership skills to build high‑performing teams and drive continuous improvement.
• Excellent communication and facilitation skills; able to influence and collaborate across teams and stakeholders.
• Skilled in removing impediments, problem‑solving, and promoting effective Scrum adoption.
• Experience managing RAID items and applying frameworks such as SWOT and RASCI.
• Effective partner to Agile coaches and other Scrum Masters to mature organizational Agile practices.
• Proficient in Agile tools (Jira, Rally, Service Now Agile…