Scrum Master & Platform Reporting Analyst, ServiceNow

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Scrum Master & Platform Reporting Analyst – ServiceNow Platform The Scrum Master & Platform Reporting Analyst supports the ServiceNow platform team by enabling Agile delivery, facilitating ceremonies, and driving continuous improvement, while also owning platform reporting, metrics, and analytics to support data-driven decision-making across the team.

Facilitate Scrum and Kanban ceremonies for assigned platform streams. Support demand management and prioritization, working alongside the Senior Scrum Master on backlog intake and sequencing. Remove delivery impediments and support team productivity. Coach teams on Agile principles and practices. Collaborate with Product Owners and stakeholders on planning and prioritization. Provide backup Scrum Master coverage across platform streams as needed. Prepare executive-level presentations and reports. Fluent English is mandatory, as the role requires daily collaboration with global teams and stakeholders. Own overall reporting, metrics, and KPIs, measuring performance improvements and flagging areas that are underperforming. Build and maintain dashboards and reports for senior management, covering backlog health, closure time, and throughput trends. Support measurement of ROI for the ServiceNow platform. Minimum Requirements ·       Experience as a Scrum Master, Agile Coach, or in a similar Agile delivery support role. ·       Experience with the ServiceNow platform. ·       Familiarity with ITIL 4, ITILv5 or ITSM concepts. ·       Strong knowledge of Scrum and Kanban frameworks. ·       Experience using Jira. ·       Experience supporting technology or platform teams. ·       Experience building reports and dashboards for leadership audiences (e.g., Excel, Power BI, Tableau, ServiceNow Performance Analytics). ·      Scrum, PMP, or Kanban certification is a plus. ·      ServiceNow CSA certification is a plus Working Hours- 3:00 PM-12:00 AM #LI-GR1 #LI-Remote #LI-Hybrid Working at Genesys AI at enterprise scale  – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
 Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five