Why This Job is Featured on The SaaS Jobs
This Senior Scrum Master role sits at the intersection of product delivery and platform operations, supporting a ServiceNow environment inside a large SaaS organization. In the broader SaaS ecosystem, platform teams often function as internal products, where reliability, governance, and predictable throughput directly affect customer-facing engineering and support outcomes. The emphasis on flow across multiple workstreams reflects the kind of coordination challenges that emerge when SaaS companies standardise processes at scale.
From a SaaS career perspective, the position builds durable skills in delivery instrumentation and stakeholder alignment, including translating delivery signals into leadership-ready reporting. Experience balancing Scrum and Kanban, managing dependencies, and improving demand and backlog practices tends to transfer well across SaaS contexts, from core product teams to shared platform groups. The exposure to global collaboration also mirrors how many SaaS companies run distributed delivery.
This role is best suited to an experienced Agile practitioner who prefers operating beyond a single team and is comfortable influencing without direct authority. It will fit someone who enjoys diagnosing bottlenecks, coaching product and engineering partners, and using metrics to support decisions in complex, tool-driven environments such as Jira, Confluence, and ServiceNow.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Senior Scrum Master – ServiceNow Platform
The Senior Scrum Master supports ServiceNow platform teams by enabling effective Agile delivery, optimizing flow across multiple work streams, and driving continuous improvement in a complex, enterprise environment. This role operates beyond team-level execution, partnering with Product Owners, managers, and stakeholders to improve delivery predictability, transparency, and value realization across the ServiceNow platform.
Key Responsibilities
- Facilitate Scrum and Kanban ceremonies across one or more ServiceNow platform teams.
- Support demand management, backlog refinement, and prioritization in collaboration with Product Owners and stakeholders.
- Remove delivery impediments and proactively address risks, dependencies, and constraints impacting delivery.
- Coach teams, Product Owners, and stakeholders on Agile principles, practices, and continuous improvement.
- Drive alignment across teams to improve flow, reduce bottlenecks, and manage cross-team dependencies.
- Track and communicate delivery metrics (velocity, throughput, predictability) and support data-driven decision-making.
- Prepare executive-level presentations and status reporting for platform leadership.
- Support the adoption and consistent use of Agile tools and practices (Jira, Confluence).
- Partner with platform leadership to improve ways of working and delivery governance.
- Involves regular collaboration with global teams and stakeholders across regions.
Minimum Requirements
- Minimum 8+ Years of related work experience as Scrum master experience
- Proven experience as a Scrum Master or Agile Coach in enterprise environments.
- Experience supporting technology and ServiceNow platform teams.
- Strong knowledge of Scrum and Kanban frameworks and their practical application.
- Experience working with Jira and Confluence for Agile delivery and reporting.
- Ability to manage multiple teams, priorities, and stakeholders simultaneously.
- Preferred certification in Scrum CSM, PMP, or Kanban
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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
