Senior ServiceNow Quality Assurance Analyst

Senior Service Now Quality Assurance Analyst

Department: Systems Management

Employment Type: Full Time

Location: Bloomington, MN

Reporting To: Head of Testing & Support

Compensation: $95,000 - $110,000 / year

We are seeking a detail-oriented QA Analyst to support our Service Now development team and coordinate quality assurance efforts across the organization. This role will provide dedicated QA support to a team of Service Now developers, lead User Acceptance Testing (UAT) coordination across multiple business units and help build out automated regression testing capabilities over time. The QA Analyst will also cross-train to serve as backup QA/UAT support for our web application development team and assist with triaging Service Now custom application support tickets and change requests.

This is a great opportunity for someone who enjoys variety, cross-functional collaboration, and building QA processes from the ground up.

• Partner with Service Now developers to test new features, enhancements, and custom applications prior to release
• Design, execute, and document test cases and test plans for Service Now configurations, workflows, and integrations
• Identify, log, and track defects through resolution using Service Now (or designated defect tracking tool)
• Validate fixes and perform regression testing on affected areas after changes are deployed
• Serve as the primary point of contact for coordinating UAT across multiple business teams/stakeholders
• Develop UAT test scripts and scenarios in collaboration with business stakeholders and developers
• Schedule and facilitate UAT sessions, gather feedback, and track sign-off approvals
• Communicate testing timelines, status, and outstanding issues to stakeholders and project teams
• Collaborate with development and QA leadership to evaluate and select automated testing tools/frameworks suitable for Service Now and web application environments
• Assist in building, maintaining, and expanding an automated regression test suite over time
• Document automated test coverage and help transition manual regression tests to automated scripts where feasible
• Cross-train on the web application development team's QA and UAT processes to serve as backup coverage
• Step in to support web application testing during peak periods, absences, or resource gaps
• Maintain familiarity with both Service Now and web application testing standards, tools, and documentation
• Assist in triaging incoming support tickets and change requests for Service Now custom applications
• Perform initial assessment of reported issues to determine severity, reproducibility, and appropriate routing
• Support prioritization discussions with developers and business stakeholders
• Help maintain documentation of common issues, resolutions, and known workarounds

• 2+ years of experience in a QA Analyst, Test Analyst, or similar quality assurance role
• Experience testing Service Now applications, workflows, or configurations (or strong aptitude to learn quickly)
• Familiarity with UAT coordination, including working directly with non-technical business stakeholders
• Solid understanding of QA fundamentals: test case design, defect tracking, regression testing, and test documentation
• Strong communication skills, with the ability to coordinate across multiple teams and manage competing priorities
• Detail-oriented with strong analytical and problem-solving skills

• Experience with test automation tools (e.g., Selenium, Playwright, Service Now ATF, or similar)
• Experience testing web applications in addition to platform/ITSM tools
• Service Now certification(s) (e.g., CSA - Certified System Administrator) a plus
• Experience with ticketing/ITSM tools for triaging support requests and change management processes
• Familiarity with Agile/Scrum development methodologies
• Ability to work in a hybrid office setting in Bloomington, MN

• Quality Assurance & Test Management: Strong knowledge of test planning, test-case design, execution, defect tracking, regression testing, and test documentation.
• Service Now Platform Knowledge: Ability to test Service Now configurations, workflows, integrations, and custom applications and to understand how platform changes affect users and connected systems.
• UAT Coordination & Stakeholder Management: Ability to develop UAT scenarios, facilitate testing across business teams, gather feedback, manage approvals, and communicate effectively with technical and non-technical…