Crum & Forster - ServiceNow Test Lead - ITSM/ITOM/CMDB Modules

The Company :

Crum & Forster (C&F), with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies.

Approaching $ 6 billion in written premium as of 2024, C&F enjoys an A (Excellent) financial strength rating by A.M. Best.

C&F is part of Fairfax Financial Holdings, a global organization with $33.3 billion in revenue as of 2024.

Crum & Forster Services India (CFSI) is an India subsidiary of Crum & Forster Inc. For more information about Crum & Forster, please visit our website : www.cfins.com.

Key Responsibilities :

- Lead the testing strategy, planning, and execution for ServiceNow projects across ITSM, ITOM, and CMDB modules.

- Develop, maintain, and execute automated test scripts using ServiceNow ATF or equivalent automation frameworks.

- Coordinate and manage end-to-end testing processes including unit, integration, regression, and UAT.

- Ensure quality assurance standards, best practices, and governance models are applied to all ServiceNow deliveries.

- Collaborate with developers, business analysts, and stakeholders to validate requirements and acceptance criteria.

- Perform functional, regression, and performance testing for ServiceNow customizations, workflows, and integrations.

- Oversee defect management process including triage, prioritization, and resolution tracking.

- Provide leadership, mentoring, and guidance to QA/test teams, fostering a culture of continuous improvement.

- Define and implement testing metrics, dashboards, and reporting for project stakeholders.

- Work in agile environments and contribute to sprint planning, backlog refinement, and demo sessions.

Required Skills & Technologies :

- ServiceNow Testing : Automated Test Framework (ATF), manual and automated testing approaches.

- Test Automation : Selenium, Cypress, or other automation frameworks (preferred alongside ATF).

- Core Modules Knowledge : ITSM, ITOM, CMDB, Discovery, Service Mapping.

- Integration Testing : REST APIs, SOAP, Integration Hub, LDAP/Active Directory.

- Processes & Frameworks : Agile/Scrum, ITIL processes, Test Management tools (e.g., JIRA, Zephyr, ALM).

- Defect & Quality Management : Strong knowledge of defect lifecycle, QA processes, and reporting.

Qualifications :

- Bachelors or Masters degree in Computer Science, Information Systems, or related field.

- Minimum 7+ years of experience in QA/testing with at least 3+ years in ServiceNow testing.

- Strong experience with ServiceNow ATF and automation frameworks.

- Experience in leading QA/test teams in enterprise environments.

- Strong understanding of ITSM, ITOM, and CMDB processes and functionalities.