ServiceNow Data & Delivery Optimization Lead
Position Title: ServiceNow Data & Delivery Optimization LeadLocation: Hybrid in Plano, TXPosition Status: Contract to HirePosition Description: We’re seeking a high-impact ServiceNow Data & Delivery Optimization Lead who thrives at the intersection of data, Agile delivery, and continuous improvement. In this role, you will analyze ServiceNow data to uncover insights, enable data-driven decision-making, and improve end-to-end delivery performance—while also serving as a Scrum Master for one or more Agile teams.Responsibilities:Data Analysis & Insights (ServiceNow)Analyze ServiceNow data (Incidents, Requests, Changes, Problems, Knowledge, CMDB, ITSM, and Agile modules) to identify trends, bottlenecks, risks, and systemic inefficienciesDesign, build, and maintain dashboards, reports, and KPIs focused on delivery health, throughput, cycle time, backlog aging, SLA performance, rework, and qualityPartner with product, ITSM, and engineering stakeholders to translate analytics into actionable insights and improvement recommendationsConduct root cause analysis to identify drivers of delayed delivery, recurring incidents, and process breakdownsDefine and evolve metrics that measure value delivery, flow efficiency, team performance, and process effectivenessAgile / Scrum Master LeadershipGrow into a Scrum Master role facilitating ceremonies including sprint planning, stand-ups, reviews, and retrospectivesWill learn to coach teams on Agile, Scrum, Kanban, and flow-based delivery practices, fostering a culture of continuous improvementProactively identify, escalate, and remove impediments impacting delivery and service performancePromote data-driven decision-making using ServiceNow analytics and delivery metricsCollaborate closely with Product Owners to improve backlog health, prioritization, predictability, and outcomesContinuous Improvement & Delivery OptimizationIdentify inefficiencies across end-to-end delivery workflows, including intake, prioritization, handoffs, approvals, and executionPartner with leaders across IT, product, and engineering to design and implement process improvementsSupport enterprise initiatives related to Lean, Agile maturity, operational excellence, and service reliabilityTrack, validate, and communicate measurable benefits (e.g., reduced cycle time, improved SLA compliance, increased throughput)What You Bring (Required Qualifications)Bachelor’s degree in Data Analytics, Information Systems, Computer Science, Business, or equivalent practical experienceStrong hands-on experience analyzing ServiceNow data (ITSM, ITOM, and/or Agile modules)Proven experience as a Scrum Master or Agile team facilitatorSolid understanding of Agile and Lean delivery frameworks (Scrum, Kanban, flow metrics)Experience building dashboards and reports using ServiceNow Performance Analytics and/or external BI toolsStrong analytical, problem-solving, and critical-thinking skillsExcellent communication, facilitation, and stakeholder engagement abilitiesNice to Have / PreferredScrum Master certification (CSM, PSM, SAFe SM, or similar)Advanced experience with ServiceNow Performance Analytics, Flow Designer, or custom reportingFamiliarity with delivery metrics such as cycle time, lead time, WIP, throughput, SLA attainment, defect escape ratesExperience working in large-scale or complex enterprise IT environmentsBackground in Lean, process improvement, or Six SigmaAbout Seneca Resources:At Seneca Resources, we are more than just a staffing and consulting firm, we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.When you work with Seneca, you’re choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.