ITSM and ServiceNow Senior Consultant & Scrum Master

Responsibilities

• Design and implement ITSM processes aligned with ITIL4 best practices and conduct gap assessments.
• Provide functional expertise and solution architecture for ServiceNow modules, including CMDB and Flow Designer.
• Act as a Scrum Master for implementation teams, facilitating Agile ceremonies such as Sprint Planning, Daily Stand-ups, and Retrospectives.
• Coach teams on Agile principles and mindset while removing impediments to delivery.
• Collaborate with Product Owners to refine backlogs and define clear acceptance criteria.
• Conduct client workshops and training sessions on ITSM, ITIL, and Agile/Scrum practices.
• Serve as a trusted advisor to stakeholders, guiding them through ITSM and Agile adoption journeys.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• 4–6 years of experience in IT consulting, ITSM implementations, or Agile delivery.
• ITIL4 certification is required.
• Hands-on experience with ServiceNow functional consulting and ITSM processes.
• Proven experience working as a Scrum Master or Agile delivery lead.
• Strong proficiency in Agile and Scrum methodologies.
• Excellent communication and presentation skills for client engagement and stakeholder management.

Preferred Qualifications

• Master's degree in IT or Business Management.
• ServiceNow certifications such as Certified System Administrator (CSA) or Certified Application Developer (CAD).
• Scrum Master certifications such as CSM or PSM.
• Knowledge of Power BI and advanced Excel concepts.

About the Company

EY is a global leader in assurance, consulting, tax, and strategy services. We are dedicated to building a better working world by creating long-term value for clients, people, and society through the use of data, AI, and advanced technology.