Scrum Master - ServiceNow / Virtual Agent

Job Overview :

We are seeking an experienced Scrum Master to facilitate Agile development for a ServiceNow Virtual Agent (VA) project.

You will coach a cross-functional team (developers, architects, QA, and product owners) to deliver AI-driven chatbot solutions using ServiceNows Virtual Agent, NLU, and conversational AI capabilities.

Your role ensures smooth sprint execution, removes blockers, and aligns stakeholders on Agile best Responsibilities : Facilitation :

• Lead daily stand-ups, sprint planning, reviews, and retrospectives for the VA team.
• Ensure adherence to Scrum / Kanban methodologies while tailoring processes to AI / ServiceNow projects.
• Track and report sprint progress (velocity, burndown charts, blockers) to Enablement :
• Shield the team from distractions and resolve impediments (e.g., dependency delays, unclear requirements).
• Foster collaboration between ServiceNow developers, NLP specialists, and UX designers.
• Coach the team on Agile / Scrum principles and continuous Alignment :
• Work with the Product Owner to refine the backlog, prioritize VA features (intents, integrations, UX), and ensure user stories are "ready" for sprint.
• Coordinate with ServiceNow architects to align technical dependencies (e.g., NLU training, API integrations).
• Bridge communication between technical teams and business stakeholders (ITSM, HR, & Improvement :
• Monitor sprint health (e.g., predictability, QA pass rates) and recommend adjustments.
• Promote innovation in AI / chatbot delivery (e.g., leveraging Now Assist, GenAI Skills & Qualifications :
• Scrum Master Certification (CSM, PSM, or SAFe).
• 3+ years as a Scrum Master for software / AI projects (chatbots, NLP, or ServiceNow preferred).
• Familiarity with ServiceNow platform (Virtual Agent, ITSM, Agile Development Module).
• Understanding of AI / ML concepts (intent training, conversational design, NLU).
• Strong Jira / ServiceNow Agile Dashboard expertise for backlog management.
• Excellent stakeholder management and conflict-resolution skills

(ref : hirist.tech)