The Tech Support Development team is searching for a Scrum Master to join our existing team who are actively focused on making the employee's experience with technology even better. The ideal candidate would have a passion to be innovative, customer-focused and is not afraid to ask questions to challenge the status quo. Teams will be focused on building new capabilities such as digital employee portals, a telephony/chat platform, automated customer actions and complex internal/external system integrations as we set out on aggressive multi-year roadmaps. This position is a member of an Agile team in the Tech Support Organization and is responsible for enabling the team to be more effective applying the relevant Agile approach (Scrum, Kanban, XP, etc.) and cultivates an environment that supports Agility. Coaches, mentors and teaches team members, proactively seeks to eliminate or minimize impact of barriers, and addresses challenges to team delivery. Works closely with Product Owners and other SM s to support release planning, backlog and team health, and cross-team communication. Fosters team decision making, transparency and independence, encourages cross-training and team support.
Uses retrospectives and other Lean-Agile techniques to implement small changes that lead to demonstratable improvement for the team. Guides and coaches the team on how to use Agile/Scrum values and practices to delight customers and achieve business outcomes. Facilitates team level events using well-known facilitation techniques. Understands the importance of establishing trust and the need to remain neutral when facilitating. Assesses the Agile/Scrum maturity of the team and helps identify areas where coaching may be needed to foster improvement. Actively seeks coaching and mentoring from more experienced SMs & coaches. Enables close cooperation and collaboration across all roles and functions. Focuses on improving relationships within the team as well as with their key stakeholders. Educates team about Scrum or other applicable Lean-Agile approach to increase their understanding and help them apply it in their specific context. Shares resources with the team on various agility and lean topics. Develops skills to observe and provide consistent and impactful feedback. Familiar with adult learning principles. Seeks to identify and create specific, measurable learning goals when teaching individuals or teams. Ensures team is clear on the vision or "why" for the change. Is aware of stakeholders for/against change. Seeks to understand the current mindset and practices and how that aligns or deviates from the desired change. Possesses limited knowledge of the mechanics of Agile and scaling frameworks. Actively seeks out further training on unfamiliar frameworks and methods. Helps team internalize fundamentals of relevant Agile values, principles, and practices (Scrum, Kanban, etc.). Supports the use of engineering practices to build quality in and increase collective code ownership. Coaches individuals and the team on mindset and behavior with an emphasis on helping them understand "why" agile works, not just "how" it works. Understands servant leadership and attempts to model this behavior. Solid understanding of Agile metrics (health, value, flow and quality) to help the team continually improve. Stays current with Agility industry trends & explores other perspectives by reading blogs, consuming external media, & actively participating in internal/external Scrum/Agile events.
Bachelor s degree in a relevant field (business, computer science, humanities, etc) and a minimum of 4 years related experience
Certification not required
Knowledge/training equivalent to beginner/1st level certification from a reputable Lean-Agile organization (PSK I, PSM I, CSM, etc.) a plus
Preferably 1 to 3 years of experience as a member of an Agile team, or related experience
Knowledge of IT concepts, strategies, methodologies, architectures and technical standards
Strong problem solver with ability to work with a team to maximize progress, potential and overall effectiveness
A lifetime learner who is dedicated to relentless improvement of themselves and their teams, eager to face challenges in service of them
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