Description
Please note: This role is contingent upon contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.
ICF is seeking a bilingual Scrum Master with help desk leadership experience to support the modernization of a record information system for the Puerto Rico Department of Economic Development and Commerce (DEDC). This role will also oversee Tier 1 and Tier 2 help desk operations for PRIS 2.0 during the transition period. The ideal candidate will be fluent in Agile delivery, experienced in public sector IT, and capable of managing both sprint execution and user support in a bilingual environment.
Location: This position will be based in San Juan, Puerto Rico.

What you’ll be doing:

• Facilitate Agile ceremonies (daily standups, sprint planning, retrospectives, demos) for the modernization development team.
• Maintain sprint cadence and backlog hygiene in collaboration with the Product Owner and technical leads.
• Track and report on sprint velocity, burndown, and delivery metrics.
• Provide regular reports on team performance, risks, successes and failures to the program leadership team.
• Identify and remove impediments to team progress and escalate risks as needed.
• Lead a bilingual help desk team providing user support for legacy system users.
• Manage ticket triage, escalation, and resolution workflows using tools like ServiceNow or Jira Service Management.
• Develop and maintain knowledge articles and user guides in English and Spanish.
• Coordinate with modernization developers to ensure continuity of service and smooth transition of legacy modules.

What you must have:

• Bachelor’s degree or foreign equivalent in Computer Science, Information Systems, or similar field preferred.
• 2-3 years of experience in Agile project delivery, including 2+ years as a Scrum Master or Product Owner for software development team.

What we’d like you to have:

• Scrum Master certification (CSM, PSM I) preferred.
• Experience managing or supporting IT help desk operations.
• Proficiency with Agile tools (e.g., Jira, Azure DevOps) and related platforms.
• Hands-on experience leading multiple Scrum teams in a variety of contexts (different team sizes, different organizations, different cultures, co-located vs. distributed, etc.).
• Bilingual fluency in English and Spanish (written and spoken).
• Experience with public sector modernization projects and/or systems and milestone-based delivery models.
• Familiarity with Azure DevOps, microservices, and containerized deployments.
• Experience with Agile techniques: User Stories, TDD, BDD, Continuous Integration, Continuous Testing, Continuous Delivery, Automated Testing
• Knowledge of Human Centered Design approaches for developing digital services.

PROFESSIONAL SKILLS

• Highly skilled in team facilitation, conflict resolution, implementing best practices, team empowerment and creating a culture of transparency.
• Ability to work collaboratively within a multidisciplinary team including program managers, data analysts, and stakeholder engagement specialists.
  

  Indeed

• Facilitate Agile ceremonies (daily standups, sprint planning, retrospectives, demos) for the modernization development team.
• Maintain sprint cadence and backlog hygiene in collaboration with the Product Owner and technical leads.
• Track and report on sprint velocity, burndown, and delivery metrics.
• Provide regular reports on team performance, risks, successes and failures to the program leadership team.
• Identify and remove impediments to team progress and escalate risks as needed.
• Lead a bilingual help desk team providing user support for legacy system users.
• Manage ticket triage, escalation, and resolution workflows using tools like ServiceNow or Jira Service Management.
• Develop and maintain knowledge articles and user guides in English and Spanish.
• Coordinate with modernization developers to ensure continuity of service and smooth transition of legacy modules