Senior Scrum Master & Project Manager – Leading ServiceNow HRSD & Customer Service Management Transformations in Healthcare

About brighthush

At brighthush, we are pioneers in delivering cutting‑edge technology solutions that empower organizations to transform the way they work. Our mission is to create a future where people, processes, and technology seamlessly converge to deliver exceptional value. We specialize in enterprise‑grade implementations that drive operational excellence, elevate customer experiences, and unlock new growth opportunities. With a global footprint and a culture rooted in collaboration, innovation, and continuous learning, brighthush is the partner of choice for forward‑thinking leaders who want to stay ahead of the curve.

Why This Opportunity Matters

In today’s fast‑evolving healthcare landscape, the ability to deliver high‑quality, responsive HR services is more critical than ever. Our clients are large‑scale healthcare organizations that rely on robust, scalable systems to manage complex workforce needs, regulatory compliance, and patient‑centric operations. The ServiceNow platform—particularly HR Service Delivery (HRSD) and Customer Service Management (CSM)—has become the backbone of modern HR and contact center operations. As a seasoned Scrum Master and Project Manager, you will play a pivotal role in steering these transformative initiatives, ensuring they are delivered on time, within scope, and with measurable impact.

Key Responsibilities

• Project Leadership: Own the end‑to‑end project lifecycle—from initial scoping and roadmap creation to final delivery and post‑go‑live support.
• Agile Stewardship: Facilitate all Scrum ceremonies (Sprint Planning, Daily Stand‑ups, Sprint Reviews, Retrospectives) and embed Agile best practices across cross‑functional teams.
• Stakeholder Management: Act as the primary liaison between business stakeholders, technology teams, and external vendors, ensuring alignment on objectives, priorities, and expectations.
• Risk & Dependency Management: Identify, assess, and mitigate risks; manage inter‑team dependencies; and maintain a clear, transparent risk register.
• Resource & Budget Oversight: Utilize tools such as Clarity for resource allocation, timesheet tracking, and budget variance analysis to keep projects financially on track.
• Quality Assurance: Champion continuous improvement by driving rigorous testing, defect resolution, and performance monitoring.
• Change Management: Lead change initiatives, ensuring smooth adoption of new processes and tools across the organization.
• 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 and high performance.

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.
• Leadership: Demonstrated capacity to inspire, motivate, and guide diverse teams.
• 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.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is 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.

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.

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.

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.