ServiceNow Scrum Master and Business Analyst

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

POSITION SUMMARY

CVS Health is seeking a dynamic ServiceNow Scrum Master / Business Analyst to support Agile delivery and Strategic Portfolio Management (SPM) within the Enterprise Service Management team. This role facilitates Agile ceremonies, drives continuous improvement, supports ServiceNow development teams, and gathers business requirements for SPM-related initiatives. The ideal candidate is an experienced Agile leader with strong communication skills and a proven track record managing ServiceNow implementations using Scrum or similar frameworks. This role serves as the Scrum Master for ServiceNow platform and product teams, acting as the primary facilitator and single point of contact for sprint progress and project status. The Scrum Master partners with ServiceNow process owners and product development to translate epics and stories into clear, actionable tasks for developers, with a strong grasp of the purpose and impact of each initiative.

What we expect of you -

Scrum Master

• Lead Agile ceremonies for ServiceNow teams (planning, stand-ups, reviews, retrospectives).

• Coach teams in Agile practices, promoting collaboration, accountability, and continuous improvement.

• Partner with Product Owners to refine and prioritize backlogs; ensure clear, actionable user stories.

• Remove impediments, escalate issues, and collaborate cross‑functionally to drive delivery.

• Track sprint metrics (velocity, burndown, delivery KPIs) and recommend improvements.

• Maintain open communication with stakeholders; ensure team alignment on goals and scope.

• Foster a transparent, trust‑based environment and facilitate constructive feedback.

• Coordinate with other Scrum Masters to share best practices and evolve Agile maturity.

• Support release planning, documentation, and team readiness through all SDLC stages.

SPM Business Analyst

• Gather and document business requirements, epics, user stories, and acceptance criteria for SPM demands.

• Create process maps, flowcharts, and other documentation to support solution design.

• Develop test plans and test cases to validate system functionality and ensure quality.

• Analyze current workflows to identify improvement opportunities and recommend optimization strategies.

• Conduct feasibility and cost‑benefit analyses for proposed enhancements.

• Build dashboards, reports, and visualizations to communicate insights to stakeholders.

• Facilitate interviews, workshops, and surveys to elicit business needs and support change management.

REQUIRED QUALIFICATIONS

• 5+ years of experience serving as a Scrum Master for software development teams.

• 5+ years of experience in Agile principles and frameworks, including Scrum, Kanban, and Lean Agile.

• 3+ years of experience in a business analysis role.

• 1+ years of experience in Strategic Portfolio Management (SPM) in ServiceNow.

PREFERRED QUALIFICATIONS

• Certified Scrum Master (CSM) or equivalent Agile certification.

• 3+ years of Scrum Master experience supporting ServiceNow development teams.

• ServiceNow certifications such as CSA; strong understanding of the ServiceNow platform.

• Experience with scaled Agile frameworks (SAFe, LSS).

• Proven ability to coach teams on Agile principles, Scrum practices, and self‑organization.

• Strong leadership skills to build high‑performing teams and drive continuous improvement.

• Excellent communication and facilitation skills; able to influence and collaborate across teams and stakeholders.

• Skilled in removing impediments, problem‑solving, and promoting effective Scrum adoption.

• Experience managing RAID items and applying frameworks such as SWOT and RASCI.

• Effective partner to Agile coaches and other Scrum Masters to mature organizational Agile practices.

• Proficient in Agile tools (Jira, Rally, ServiceNow Agile Development).

• Adaptable and organized, able to operate in fast‑paced environments and manage multiple priorities.

EDUCATION

Bachelor’s degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience).

BUSINESS OVERVIEW

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.  Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.  We strive to promote and sustain a culture of diversity, inclusion and belonging every day.  CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.  We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.