What you will do

Agile Coordinator/Scrum Master plays a dual role, bridging business needs with technology solutions while facilitating Agile delivery. This role is responsible for eliciting and translating business requirements, guiding Agile teams in Scrum practices, and applying ServiceMax functional knowledge to support field service processes, system enhancements, integrations, testing, and adoption. The role ensures efficient, high-quality delivery of IT solutions while fostering collaboration, continuous improvement, and transparency.

How you will do it

• Partner with Product owner to understand, analyze, and document requirements.
• Translate business needs into user stories, epics, and acceptance criteria.
• Facilitate workshops, interviews, and process mapping sessions.
• Perform gap analysis and impact assessments.
• Support prioritization of the product backlog with Product Owners.
• Act as a liaison between business users, product owner, developers, and technical teams.
• Validate delivered solutions through UAT support and acceptance criteria.
• Encourage value-driven delivery aligned to customer and business needs.
• Support effective collaboration with stakeholders.
• Apply ServiceMax knowledge to understand field service processes, including work orders, service contracts, entitlements, dispatching, installed base, and mobile field execution.
• Support ServiceMax solution validation through functional testing, UAT coordination, defect triage, and release readiness activities.
• Facilitate Scrum ceremonies:
  • Sprint Planning
  • Daily Stand-ups
  • Sprint Reviews
  • Retrospectives
• Remove impediments blocking team progress.
• Coach the team on Agile/Scrum principles and best practices.
• Ensure adherence to Agile processes and continuous improvement.
• Protect the team from scope creep and external disruptions.
• Foster a collaborative, self-organizing team environment.

What we look for

Required

• Hands-on functional experience with ServiceMax or Salesforce.
• Ability to translate business requirements into technical specifications.
• Ability to collaborate with business users, product owners, developers, architects, and integration teams on ServiceMax enhancements and incident resolution.
• Proven experience as a Scrum Master in an Agile environment.
• Deep understanding of Scrum, Kanban, and Agile frameworks.
• Excellent stakeholder management and communication skills.
• Ability to influence without authority and navigate change.
• Experience working with cross-functional teams.
• Analytical thinking and problem-solving capability.

Preferred

• Experience with Salesforce platform capabilities, ServiceMax configuration, integrations with ERP/CRM systems, or mobile field service solutions.
• Understanding of ServiceMax core processes such as work order management, installed base, service contracts, entitlements, case-to-work-order flows, scheduling, dispatch, and mobile workforce enablement.
• Experrience with Salesforce Field Service applications in a field service, aftermarket, or service operations environment.
• Scrum Master certification (e.g., PSM I/II, CSM, SAFe SM).
• ServiceMax, Salesforce, or field service management certification.
• Experience in large or distributed Agile teams.
• Background in IT, product development, or digital transformation.

About Us

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

We are committed to diversity and inclusion and believe that different perspectives make us stronger. By encouraging open dialogue and valuing individuality, we strive to be one of the most desirable places to work.

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