Job Overview:

We are seeking a dedicated and experienced L2 Support Scrum Master to join our dynamic team. The ideal candidate will have strong domain knowledge in Enrollment or a solid understanding of US Medicare. Alternatively, candidates with robust technical expertise in .NET and T-SQL will be considered. The L2 Support Scrum Master will facilitate the Scrum process, manage team communications, and ensure the successful delivery of support services. Additionally, a working knowledge of Kanban is essential to effectively manage workflows and optimize team efficiency.

Key Responsibilities:

Scrum Facilitation: Guide the team and organization in practicing Agile and Scrum methodologies. Facilitate Scrum ceremonies, including daily stand-ups, sprint planning, retrospectives, and reviews. Assist in the removal of obstacles to the team's progress. Support Coordination: Manage and prioritize support tickets to ensure timely resolution. Act as the primary point of contact between the support team and stakeholders. Monitor and report on key performance metrics related to support services. Domain Expertise: Leverage domain knowledge in Enrollment or US Medicare to enhance support processes and client interactions. If lacking domain expertise, utilize technical skills in .NET and T-SQL to troubleshoot and resolve issues effectively. Kanban Implementation: Utilize Kanban principles to visualize workflow, limit work in progress, and enhance team productivity. Implement continuous flow and prioritize work effectively to meet support objectives. Collaboration and Communication: Foster a collaborative team environment that encourages innovation and continuous improvement. Communicate effectively with team members, stakeholders, and clients to align on project goals and support needs. Continuous Improvement: Identify areas for improvement within the team and processes. Implement best practices to enhance team performance and support quality.

Qualifications:

Education and Experience: Bachelor’s degree in computer science, Information Technology, or a related field. Proven experience as a Scrum Master or in a similar role, preferably in an L2 support environment. Domain Knowledge: Strong knowledge of Enrollment processes or US Medicare is preferred. Alternatively, solid technical expertise in .NET and T-SQL is required. Skills: Excellent communication and interpersonal skills. Strong problem-solving and analytical skills. Ability to work independently and as part of a team. Familiarity with Agile tools such as Jira or Trello is a plus. Working knowledge of Kanban principles and practices.