Senior Scrum Master & Project Manager – Driving Enterprise‑Wide ServiceNow HRSD & Customer Service Management Transformations for Large‑Scale Healthcare Organizations

About brighthush

brighthush is a global technology partner that specializes in designing, implementing, and optimizing enterprise solutions that empower organizations to work smarter, faster, and more collaboratively. With a focus on the intersection of people, processes, and technology, we help leaders in healthcare, finance, and manufacturing unlock new levels of operational excellence and customer satisfaction. Our team of seasoned experts brings deep industry knowledge, cutting‑edge technical expertise, and a passion for continuous improvement to every engagement.

Why This Opportunity Matters

In the fast‑moving world of healthcare, the ability to deliver responsive, compliant, and user‑friendly HR services is a strategic advantage. Large‑scale health systems face complex workforce challenges, stringent regulatory requirements, and the need to support a patient‑centric culture. ServiceNow’s HR Service Delivery (HRSD) and Customer Service Management (CSM) platforms have become the backbone of modern HR and contact center operations, enabling seamless self‑service, automation, and analytics. As a seasoned Scrum Master and Project Manager, you will be at the forefront of these transformative initiatives, ensuring that they are delivered on time, within scope, and with measurable impact.

Key Responsibilities

• Project Leadership: Own the full project lifecycle—from initial scoping and roadmap creation to final delivery and post‑go‑live support—ensuring alignment with business objectives and stakeholder expectations.
• Agile Stewardship: Facilitate all Scrum ceremonies (Sprint Planning, Daily Stand‑ups, Sprint Reviews, Retrospectives) and embed Agile best practices across cross‑functional teams, fostering a culture of continuous improvement.
• Stakeholder Management: Serve as the primary liaison between business stakeholders, technology teams, and external vendors, translating business needs into actionable deliverables and maintaining transparent communication.
• Risk & Dependency Management: Identify, assess, and mitigate risks; manage inter‑team dependencies; maintain a clear, transparent risk register; and proactively address blockers.
• Resource & Budget Oversight: Leverage tools such as Clarity, Jira, and Confluence for resource allocation, timesheet tracking, and budget variance analysis, keeping projects financially on track.
• Quality Assurance: Champion rigorous testing, defect resolution, and performance monitoring; drive a culture of quality and reliability across all deliverables.
• Change Management: Lead change initiatives, ensuring smooth adoption of new processes and tools across the organization, and develop training and communication plans.
• Reporting & Communication: Produce regular status reports, dashboards, and executive summaries; communicate progress, risks, and mitigation plans to senior leadership.
• Vendor Coordination: Manage relationships with external vendors, ensuring contractual obligations are met and deliverables align with project goals.
• Mentorship & Coaching: Provide guidance to junior Scrum Masters and project managers, fostering a culture of learning, high performance, and professional growth.

Essential Qualifications

• Minimum 5 years of experience serving simultaneously as a Project Manager and Scrum Master on large‑scale enterprise initiatives.
• Proven track record of delivering ServiceNow HRSD or CSM implementations in complex, regulated environments.
• Strong facilitation skills with a history of leading high‑energy, cross‑functional Agile teams.
• Expertise in managing multi‑vendor ecosystems, ensuring seamless integration and delivery.
• Proficiency with project management tools such as Clarity, Jira, and Confluence.
• Deep understanding of hybrid delivery models, including Waterfall, Agile, and Kanban.
• Excellent communication, negotiation, and stakeholder engagement abilities.
• Certified Scrum Master (CSM) and Project Management Professional (PMP) or equivalent credentials are highly desirable.

Preferred Qualifications

• Experience in the healthcare sector, particularly with large‑scale HR technology transformations.
• Background in contact center operations and customer experience strategy.
• Knowledge of regulatory frameworks such as HIPAA, GDPR, and other compliance standards relevant to HR data.
• Familiarity with ServiceNow’s integration capabilities (e.g., Flow Designer, IntegrationHub).
• Experience coaching teams on Agile scaling frameworks such as SAFe or LeSS.
• Prior exposure to remote or distributed team environments, with a proven ability to maintain cohesion and productivity.

Skills & Competencies

• Strategic Thinking: Ability to translate business objectives into actionable project plans and roadmaps.
• Leadership: Demonstrated capacity to inspire, motivate, and guide diverse teams toward shared goals.
• Problem Solving: Strong analytical skills to diagnose issues and devise effective solutions.
• Adaptability: Comfortable navigating ambiguity and pivoting strategies as project dynamics evolve.
• Collaboration: Proven track record of building strong relationships across functional boundaries.
• Technical Acumen: Comfortable working with complex IT systems and understanding technical constraints.
• Customer Focus: Commitment to delivering value to end‑users and stakeholders.
• Communication: Exceptional written and verbal communication skills, with the ability to tailor messaging to diverse audiences.
• Time Management: Ability to prioritize tasks, manage multiple initiatives, and meet tight deadlines.

Career Growth & Learning Opportunities

At brighthush, we view professional development as a shared journey. This role offers:

• Exposure to high‑impact, enterprise‑wide initiatives that shape the future of HR technology.
• Mentorship from senior leaders who are experts in Agile transformation and ServiceNow implementations.
• Access to a curated learning library, including certifications in ServiceNow, Agile, and project management.
• Opportunities to lead cross‑functional workshops, hackathons, and innovation sprints.
• Potential transition into senior leadership roles such as Director of Agile Transformation or Head of HR Technology.
• Regular participation in industry conferences, webinars, and thought‑leadership panels.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You will:

• Work with a globally distributed team that values diverse perspectives.
• Participate in weekly virtual town halls, knowledge‑sharing sessions, and social events.
• Enjoy flexible working hours that support work‑life balance.
• Benefit from a culture that encourages experimentation, continuous improvement, and open feedback.
• Access to a digital collaboration hub that centralizes project artifacts, documentation, and learning resources.
• Be part of a community that celebrates wins, learns from challenges, and continuously refines processes.

Compensation, Perks & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for senior Scrum Masters and Project Managers.
• Performance‑based bonuses tied to project milestones and organizational goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to support long‑term financial planning.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for certifications, conferences, and training.
• Wellness programs, including virtual fitness classes and mental health resources.
• Equity options for eligible employees, aligning personal success with company growth.
• Flexible work arrangements, including remote work and flexible hours.
• Access to cutting‑edge technology tools and platforms to support your work.

How to Apply

If you are a seasoned Scrum Master and Project Manager with a passion for transforming HR technology in the healthcare sector, we want to hear from you. Join brighthush and help shape the future of HR service delivery for some of the world’s most influential healthcare organizations.

Ready to take the next step? Click the link below to submit your application and start your journey with brighthush today.