Quality Assurance Tester - ServiceNow Testing

Description :

We are seeking an experienced ServiceNow Testing & QA Lead to drive end-to-end quality assurance activities across ServiceNow implementations. The ideal candidate will have strong technical expertise in ServiceNow testing, proven experience in leading QA workstreams, and the ability to design and execute testing strategies for complex enterprise solutions. This role requires hands-on testing capabilities, leadership skills, and in-depth knowledge of ServiceNow modules and testing frameworks.

Key Responsibilities :

Test Strategy & Planning :

- Develop and own the end-to-end test strategy for ServiceNow projects, covering functional, integration, regression, user acceptance, and performance testing.

- Define test scope, objectives, timelines, and resource needs for the QA workstream.

- Align testing strategy with ServiceNow implementation best practices and project methodology.

Test Design & Execution :

- Create detailed test plans, test scenarios, and test cases for various ServiceNow modules such as ITSM, ITOM, HRSD, CSM, CMDB, and custom applications.

- Configure and execute tests using ServiceNow Automated Test Framework (ATF) where applicable.

- Perform functional, integration, smoke, and regression testing across releases.

- Validate end-to-end workflows, data integrity, system integrations, and platform performance.

Defect Management :

- Lead the defect lifecycle, ensuring accurate logging, prioritization, tracking, and closure of defects using platforms like ServiceNow, JIRA, Azure DevOps, or similar.

- Coordinate closely with development teams, module owners, and architects to drive defect triage and resolution.

- Ensure clear documentation of defects, impact analysis, and retest results.

Team Leadership & Coordination :

- Act as the QA Lead in multi-stream projects, managing and guiding testers within the testing workstream.

- Review test deliverables created by team members and ensure adherence to quality standards.

- Facilitate daily testing standups, status reporting, and QA governance.

- Provide mentorship, training, and support to junior QA resources.

Quality Assurance Governance :

- Ensure compliance with organizational QA policies, ServiceNow testing standards, and industry best practices.

- Maintain and enhance test documentation, traceability matrices, and quality metrics.

- Conduct root cause analysis (RCA) for recurring issues and recommend preventive measures.

Required Skills & Qualifications :

- 6+ years of experience in software testing, with substantial hands-on experience in ServiceNow testing.

- ServiceNow official certification (e.g., CSA, CIS in modules like ITSM, HRSD) is mandatory.

- Proven experience in creating test strategies, test plans, and test cases specific to ServiceNow implementations.

- Solid exposure to ServiceNow ATF, Glide components, workflows, business rules, UI policies, and integrations.

- Expertise in defect tracking and management using platforms such as ServiceNow, JIRA, or equivalent.

- Strong understanding of ITIL processes and enterprise IT workflows.

- Excellent communication, analytical thinking, documentation skills, and ability to present QA findings to stakeholders.

- Demonstrated leadership capabilities in managing testing teams and QA operations.