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Scrum Master (Contact Center Applications)

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Date: Jun 22, 2022

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

Requisition ID:  62578 

 

Our reliability is one of the best in the nation, and we’re working to make it even better. We live here too. That’s why we’re committed to making Florida a better place. Join our team today Learn more

 

Position Specific Description

This position works with contact center applications (CRM, IVR, Recording Solutions, other) applications to help with projects and/or support for the contact center business operations. Scrum Master on this role interacts directly with internal customer from the contact center and customer experience business unit. The role requires to manage scope of work, use Jira board, working with vendors, planning and execution of project deliverables.  The role requires to understand business process, guide the team, identify risks, and provide mitigation for the success of projects.  Individuals utilize their knowledge of the business partners and IT process to facilitate in-depth solutions and/or strategy to overcome project challenges.

 

Job Duties & Responsibilities

  • Create and maintain Jira stories and provide project updates using jira board, dashboards on project sprints
  • Plan for PI planning sessions with the team
  • Provides functional guidance to business unit personnel, or IT team members
  • Participates in the change management and service ticket management processes, including receiving, resolution monitoring, and ensuring customer satisfaction
  • Works with application vendor as well as other business units to drive projects to successful implementations
  • Ensures user satisfaction by providing preventative maintenance, troubleshooting, and timely resolution of more complex problems
  • Ensures that systems and processes (including those of external service providers) comply with corporate social responsibility, security, compliance, and other applicable policies, standards, and legislation
  • Meets daily, weekly, and monthly following agile methodologies and ceremonies
  • Performs other job-related duties as assigned

 

Required Qualifications

  • High School Grad / GED
  • Bachelor's or Equivalent Experience
  • Experience: 5+ years

 

Preferred Qualifications

  • Bilingual (English and Spanish)
  • Experience with Jira, Qmetric
  • Agile methodology
  • SAFe certified
  • Effective Written Communications
  • Effective Verbal Communications
  • Strategic Planning

Job Overview

This job provides leadership and direction to an Agile team, serves as an expert in the Scrum process, and enforces Scrum rules and framework. Employees in this role organize and facilitate release and sprint planning sessions, daily stand-up meetings, sprint demos, retrospectives, story refining sessions, and related activities. Leaders in this job embrace and display servant leadership behaviors that come with the key mindset shifts associated with being Agile and facilitate the team becoming self-managing and high-performing.

Job Duties & Responsibilities

  • Organizes and facilitates work planning, daily stand-up meetings, reviews, retrospectives, and sprint and release planning
  • Facilitates collaboration for both internal and external teams, resolving conflict, removing impediments, and reducing external dependencies
  • Coaches team members and stakeholders in preparation for Scrum ceremonies and events and in goal attainment
  • Coaches team in Agile sizing techniques, makes appropriate and realistic commitments, and works closely with Product Owners
  • Uses the Collaborative Lifecycle Management (CLM) tool to prepare, communicate, and share team metrics and delivery results
  • Creates a product roadmap, coaches the writing of value-driven user stories, features, and epics, and maintains a well-refined backlog
  • Provides regular feedback to the Agile Transformation Team about new insights and lessons learned from team experiences
  • Embraces servant leadership and displays behaviors that come with the key mindset shifts associated with being Agile
  • Keeps informed and educated about industry trends concerning Agile methodologies
  • Performs other job-related duties as assigned

Required Qualifications

  • High School Grad / GED
  • Bachelor's or Equivalent Experience
  • Experience: 2+ years

Preferred Qualifications

  • None

 

Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Information Technology
Organization:  Florida Power & Light Company 
Relocation Provided:  Yes, if applicable

 

Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

 

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

 

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

 

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

 

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

 


Nearest Major Market: Palm Beach
Nearest Secondary Market: Miami