You will help teams build focus, collaboration, and discipline, while also encouraging continuous improvement and alignment with delivery standards across the CIO organization.
**Who we're looking for**:
What you'll be doing
- Serve as Scrum Master for one or more teams, facilitating Agile ceremonies (sprint planning, standups, retrospectives, demos) and ensuring cadence consistency.
- Support quarterly and sprint planning efforts, contributing to backlog refinement and release tracking.
- Help teams track and interpret delivery metrics (e.g., velocity, cycle time, throughput, burndown) to guide decision-making and improve delivery predictability.
- Identify and remove blockers, impediments, and cross-team dependencies that may impact delivery.
- Partner with product managers and team leads to align delivery scope, timelines, and resource capacity.
- Foster a psychologically safe and collaborative environment that encourages open communication, feedback, and continuous improvement.
- Support Agile maturity by coaching team members on Agile values, ceremonies, and best practices.
- Facilitate collaboration with other Scrum Masters and Agile Delivery Managers when teams are working on shared goals or products.
What you bring to the role
**Required Skills**:
- BA/BS degree or equivalent experience
- Certified Scrum Master (CSM) or equivalent Agile certification
- Strong knowledge of Agile principles and practices, including Scrum and Kanban
- Experience working within SDLC and hybrid delivery models
- Proficiency with Jira, Confluence,



and delivery reporting tools
- Excellent facilitation, communication, and problem-solving skills
- Experience working in an Information Technology (IT) environment
- Strong organizational skills and attention to detail
- Fluent in English
**Preferred Qualifications**:
- Agile certifications, such as:
- Certified ScrumMaster (CSM)
- SAFe Agilist (SA) or SAFe Program Consultant (SPC)
- PMI-ACP (Agile Certified Practitioner)
- ICAgile Certified Professional (ICP or ICP-APO)
- Experience supporting Enterprise Business Applications (e.g., ERP, CPQ, CRM)
- Background working with software development or technical delivery teams
- Experience with distributed or integral teams
- Exposure to quarterly planning or scaled Agile environments (e.g., SAFe, LeSS)
- A growth mindset and interest in deepening Agile expertise over time
- Passion for team empowerment, collaboration, and transparency
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection,



collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.
This role must attend our local office for part of the week.
The specific in-office schedule is to be determined by the hiring manager.
**The intelligent heart of customer experience**
Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience.
Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.
Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
We are an AA/EEO/Veterans/Disabled employer.
If you are based in the United States and would like more information about your EEO rights under the law, please click here.

📌 Sr. Scrum Master (Xico)
🏢 Zendesk
📍 Xico