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.
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.
Working at ICF
ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read our EEOpolicy.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please email [email protected] and we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.
Read more about workplace discrimination rightsor our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.
Candidate AI Usage PolicyAt ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at [email protected]. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$73,371.00 - $124,730.00Puerto Rico Remote Office (PR99)Originally posted on Himalayas
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