Scrum Master - Front Office Systems Lead /Jira/Salesforce Expert

The Scrum Master for Front Office Systems will lead cross-functional teams in delivering high-impact solutions across FICO's revenue technology stack, including Salesforce, Oracle CPQ, JIRA, and ServiceNow. This role involves facilitating agile ceremonies, managing sprints, coordinating change, ensuring process compliance, and optimizing license usage. The Scrum Master will also drive continuous improvement, remove impediments, and enhance team communication, providing data-driven performance insights to leadership.

Must Have

• Lead Agile Ceremonies (daily standups, sprint planning, backlog grooming, retrospectives)
• Drive agile sprint methodology for Oracle CPQ and Salesforce projects
• Coordinate change management processes for Salesforce and Oracle CPQ deployments
• Lead internal audit process for Oracle CPQ, Salesforce, and Revenue Cloud Advanced
• Own monthly license analysis and tracking
• Conduct regular reviews of key architectural diagrams and ensure documentation is current
• Track and coordinate actions for Salesforce and system upgrades
• Increase transparency and communication across teams
• Develop and report regular sprint burndown analytics and team performance metrics
• Proactively identify and resolve blockers
• Lead retrospectives and implement process improvements
• Maintain Salesforce sandbox environment stability through regular refreshes
• Contribute to the management of consultant-based projects (budget, resources, deliverables, performance)
• Current Scrum Master certification (CSM, PSM, or equivalent)
• Demonstrated experience implementing agile methodologies
• Experience working with enterprise systems (Salesforce, Salesforce Revenue Cloud, Oracle CPQ, JIRA, ServiceNow)
• Subject matter expertise in ServiceNow and/or JIRA
• Experience with GitHub and deployment tools (Gearset, Capado, Prodly)
• Experience with internal audit processes, compliance frameworks, and governance standards
• Strong analytical skills with ability to interpret sprint metrics, burndown charts, and team performance data
• Outstanding written and verbal communication skills
• Ability to facilitate meetings and present to senior stakeholders
• Proven ability to work effectively with cross-functional teams and senior leadership

Good to Have

• Experience implementing capacity planning
• Additional agile certifications (SAFe, Kanban, etc.)
• Salesforce platform knowledge

Perks & Benefits

• Inclusive culture strongly reflecting core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others
• Opportunity to make an impact and develop professionally by leveraging unique strengths and participating in valuable learning experiences
• Highly competitive compensation, benefits and rewards programs
• Engaging, people-first work environment offering work/life balance
• Employee resource groups
• Social events to promote interaction and camaraderie

The Opportunity

"The Scrum Master for Front Office Systems is a certified agile expert and process facilitator who will lead our cross-functional teams in delivering high-impact solutions across our critical revenue technology stack. With expertise in Scrum methodologies and familiarity with enterprise platforms like Salesforce, Oracle CPQ, JIRA and ServiceNow, you will drive delivery excellence while ensuring our teams operate with maximum efficiency and transparency. You will be the catalyst for continuous improvement, removing impediments and fostering collaboration across multiple stakeholders to support FICO's growing software business. You will champion agile best practices while maintaining visibility into project progress, system compliance, and team performance through data-driven insights and regular reporting." - Business Systems Analysis-Director.

What You’ll Contribute

• Lead Agile Ceremonies: Conduct and facilitate daily standups, sprint planning, backlog grooming, retrospectives, and other scrum events to ensure team alignment and continuous delivery
• Own Sprint Management: Drive the agile sprint methodology for Oracle CPQ and Salesforce projects, ensuring proper sprint planning, execution, and closure with comprehensive burndown reporting
• Manage Change Coordination: Own and coordinate change management processes for Salesforce and Oracle CPQ deployments, ensuring smooth transitions and minimal business disruption
• Drive Process Compliance: Lead the internal audit process for Oracle CPQ, Salesforce, and Revenue Cloud Advanced, ensuring adherence to governance standards and compliance requirements
• Ensure License Optimization: Own monthly license analysis and tracking to ensure optimal usage and cost management across our technology platform
• Maintain System Architecture Oversight: Conduct regular reviews of key architectural diagrams and ensure documentation remains current and accessible
• Coordinate Platform Upgrades: Own the tracking and coordination of actions related to regular Salesforce and system upgrades, ensuring minimal impact to business operations
• Enhance Team Communication: Increase transparency and communication across teams, ensuring all tickets and project status remain updated and visible to stakeholders
• Deliver Performance Insights: Develop and report regular sprint burndown analytics and team performance metrics to leadership and stakeholders
• Remove Impediments: Proactively identify and resolve blockers that hinder team productivity and project delivery
• Foster Continuous Improvement: Lead retrospectives and implement process improvements based on team feedback and performance data
• Salesforce Sandbox Refresh Management: Maintain sandbox environment stability through regular, standardized refreshes while coordinating with technical teams to prepare for upcoming Salesforce releases.
• Manage Consultant Relationships: Contribute to the management of consultant-based projects including budget tracking, resource allocation, deliverable management, and performance oversight to ensure successful project outcomes and vendor accountability

What We’re Seeking

• Scrum Certification Required: Current Scrum Master certification (CSM, PSM, or equivalent) with demonstrated experience implementing agile methodologies
• Enterprise Platform Experience: Experience working with enterprise systems; Salesforce and Salesforce Revenue Cloud experience strongly preferred
• ServiceNow & JIRA Expertise: Subject matter expertise in ServiceNow and/or JIRA
• Development Lifecycle Management: Experience with GitHub and deployment tools (Gearset, Capado, Prodly, etc) preferred
• Audit & Compliance Knowledge: Experience with internal audit processes, compliance frameworks, and governance standards for enterprise software platforms
• Data Analysis Capabilities: Strong analytical skills with ability to interpret sprint metrics, burndown charts, and team performance data. Experience implementing capacity planning highly preferred.
• Communication Excellence: Outstanding written and verbal communication skills with ability to facilitate meetings and present to senior stakeholders.
• Stakeholder Management: Proven ability to work effectively with cross-functional teams including business stakeholders, developers, and senior leadership.
• Additional Certifications: Additional agile certifications (SAFe, Kanban, etc.) or Salesforce platform knowledge preferred.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

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Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
• Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.
• Lending — 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

Learn more about how you can fulfil your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

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