Service Now Business Analyst/Scrum Master - United States - 33715 - Maximus

General information

Job Posting Title

Service Now Business Analyst/Scrum Master

Date

Tuesday, October 28, 2025

City

Remote

Country

United States

Working time

Full-time

Description & Requirements

Maximus is seeking a highly motivated ServiceNow BA/Scrum Master to lead agile teams, bridge the gap between business needs and technical solutions, and drive successful ServiceNow projects. In this role, you’ll facilitate workshops, manage sprint ceremonies, and ensure seamless communication between stakeholders and development teams.

Essential Duties and Responsibilities:

- Lead projects and ensure proper approvals are gained by participating in key routines such as ACR completion, AERB, CCB and CCN reviews.
- Serve as liaison between the operations and IT to document needs and wish list items related to top initiatives.
- Serve as liaison between the operations and IT to document needs and wish list items related to top initiatives.
- Partner with vendor and internal technical teams to gain estimates and establish timing expectations for projects and tasks specific to system enhancements.
- Provide technical support as needed based on hot topics and customer feedback.
- Lead discussions, gain operational buy in and launch initiatives to ensure continuous improvements and enhanced customer experiences for channels.

Program Specific Duties and Responsibilities:

-Facilitate requirements gathering workshops, stakeholder meetings, and user story writing sessions to capture business needs and priorities.

-Translate business requirements into clear and concise user stories, acceptance criteria, and sprint backlog items.

-Collaborate with development teams to ensure alignment between business needs and technical solutions.

-Serve as a scrum master for agile development teams, facilitating sprint planning, daily stand-ups, sprint reviews, and retrospectives.

-Monitor project progress, identify, and mitigate risks, and communicate project status to stakeholders.

-Maintain project documentation, including user stories, sprint backlogs, release plans, and sprint burndown charts.

-Coordinate user acceptance testing (UAT) activities and gather feedback from stakeholders to validate system functionality.

-Provide guidance and support to team members on agile methodologies, scrum practices, and ServiceNow platform capabilities.

-Foster a collaborative and productive team environment, promoting continuous improvement and innovation.

-Act as a liaison between business stakeholders and technical teams to ensure effective communication and alignment of priorities.

Minimum Requirements

- Bachelor's Degree or equivalent experience

- 7+ Years

Program Specific Requirements:

-Bachelor’s degree in business administration, computer science, or a related field.

-Experience as a business analyst in ServiceNow implementation projects.

-Minimum of five years of experience in a similar role.

-Strong understanding of ITIL processes and ServiceNow modules.

-Knowledge of agile methodologies and experience serving as a scrum master.

-Ability to gather and document business requirements, user stories, and acceptance criteria.

-Experience conducting workshops, user interviews, and stakeholder meetings.

-Proficiency in creating and maintaining project documentation, such as user stories, sprint backlogs, and release plans.

-Excellent communication and facilitation skills.

-Familiarity with ServiceNow reporting and analytics capabilities.

-Scrum master certification (e.g., CSM, PSM) (Preferred.)

-ServiceNow system administrator certification (Preferred.)

Additional Requirements, as per Contract/Client:

- Must Be Eligible to Obtain Government Clearance

- Must be a U.S. citizen

- Must currently reside in the U.S.

- Must be able to pass a criminal background check

- Must not be delinquent or in default on any federal student loans

- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.

- Final suitability determination is the sole discretion of the Department of Education.

- Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccommodations@maximus.com.