DASH Scrum Master

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The ServiceNow Service Desk Manager will be responsible for overseeing the daily operations of the service desk, ensuring efficient and effective support for all related issues. This role involves managing a team of service desk analysts, implementing best practices, and continuously improving service delivery using the ServiceNow platform.

Job Responsibilities

Leads all Scrum Ceremonies to include:

• Daily Stand-ups
• Backlog Refinement Meetings
• Sprint Planning Meetings
• Sprint Retros, as needed
• Defect Reviews

Delivers

• Works with Program Manager to ensure alignment of sprint priorities with DASH Releases
• Works with Product Owner, BAs and DASH development team to refine enhancements and defects ensuring technical solution and user stories deliver expected business outcomes
• Oversees all aspects of sprint delivery; ensuring timely and effective handoffs of user stories throughout the sprint from development to testing to UAT to deployment

Administration

• Ensures platform is kept up-to-date to reflect current status of enhancements and defects in the backlog and include:
• State: all stories, enhancements and defects reflect accurate state based on updates from development teams
• Sprint Assignment: aligns user stories to appropriate sprints based on which release the enhancement or defect is assigned
• Release Assignment: aligns user stories to releases based on enhancement or defect assignment

Metrics

• Assesses capacity and velocity of development teams in order to make sprint commitments
• Tracks and monitors sprint metrics to include committed versus completed points, burndown and carryover

Continuous Improvement

• Provides feedback on enhancements, reporting and automation in DASH that will lead to an improved user experience as well as improve visibility and management of work across Xperience Models and development teams

Requirements and Qualifications

Minimum Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience with the ServiceNow platform.
• Leadership and team management skills.
• Problem-solving and analytical abilities.
• Leadership level communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks simultaneously.

Preferred Requirements

• 3 - 5 years of ServiceNow experience
• ServiceNow CSA certification
• ITIL certification

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits .

As an Affirmative Action and Equal Opportunity Employer all applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status ; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com .

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM’s background check process, including information about job duties that necessitate the use of one or more types of background checks, click here .

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.