ServiceNow QA Analyst

Quality Assurance Specialist 4 / Quality Assurance and Testing Lead

Hybrid position, currently expected to be in office two days a week and that is subject to change.

The Quality Assurance Specialist 4 (QAS4) serves as a senior-levelquality assurance professional responsible for leading testing efforts for enterprise Service Now applications and platform enhancements. This position will oversee quality assurance activities throughout the software developmentlifecycle, ensuring the delivery of high-quality solutions that meet business requirements and organizational standards.

The QAS4 will collaborate with Business Analysts, Developers,Product Owners, Scrum Masters, and business stakeholders to develop teststrategies, execute test plans, manage defects, coordinate User Acceptance Testing (UAT), and support continuous improvement initiatives within an Agile development environment.

• Lead quality assurance and testing activities for Service Now platform implementations, enhancements, integrations, and upgrades.
• Develop and maintain comprehensive test strategies, test plans, test cases, and test scripts.
• Execute functional, regression, integration, system, and user acceptance testing.
• Utilize Service Now Test Management and Automated Test Framework (ATF) to develop and maintain automated test suites.
• Review business requirements, user stories, and acceptance criteria to ensure testability and completeness.
• Collaborate with Business Analysts and Product Owners to clarify requirements and identify testing scenarios.
• Track, document, and manage defects through resolution and validation.
• Coordinate and support User Acceptance Testing (UAT) activities with business stakeholders.
• Ensure traceability between requirements, test cases, and testing results.
• Provide testing status updates, metrics, and risk assessments to project and program leadership.
• Support Agile ceremonies including Sprint Planning, Daily Standups, Backlog Refinement, Sprint Reviews, and Retrospectives.
• Participate in Service Now platform upgrade testing and validation activities.
• Identify opportunities for test automation and process improvements.
• Mentor and provide guidance to junior QA resources and project team members on quality assurance best practices.
• Develop and maintain testing documentation and quality assurance standards.

• Experience performing quality assurance and testing activities within Service Now environments
  - Required
  , 5 Years
• Experience working within Agile software development teams
  - Required
  , 5 Years
• Experience testing Service Now ITSM and Customer Relationship Management (CRM/CSM) applications
  - Required
• Experience utilizing Service Now Test Management and Automated Test Framework (ATF)
  - Required
• Strong understanding of software development lifecycle (SDLC) and quality assurance methodologies
  - Required
• Experience developing and executing test plans, test cases, and automated test scripts
  - Required
• Experience supporting User Acceptance Testing (UAT) activities
  - Required
• Bachelor's Degree in Computer Science, Information Technology, or a related field
  - Highly desired
• Service Now Certified System Administrator (CSA)
  - Highly desired
• Service Now Certified Implementation Specialist (CIS) certifications
  - Highly desired
  , 2 Years
• Experience with Service Now platform upgrades and release testing
  - Highly desired
  , 5 Years
• Experience testing Service Now integrations with external systems
  - Highly desired
• Experience with Dev Ops, CI/CD, and automated testing practices
  - Highly desired
• Experience supporting large-scale enterprise Service Now implementations
  - Highly desired