ServiceNow Technical Platform & QA Lead

Service Now Technical Platform & QA Lead

Position Overview

The Service Now Technical Platform & QA Lead serves as a technical owner across the Service Now application lifecycle, bridging the gap between Product, Engineering, QA, and Certification. This role is responsible for maintaining and optimizing the organization's Service Now environments, ensuring the quality and stability of DTech applications, and driving the technical certification process.

You will serve as a key technical partner to Product and Engineering, translating requirements into technically viable solutions, identifying risks before they reach production, and ensuring releases meet quality and certification standards.

This is a hands‑on role for someone with a deep understanding of the Service Now platform who can move comfortably between platform administration, application configuration, technical analysis, testing, troubleshooting, and cross‑functional collaboration.

• Administer and maintain 10+ Service Now instances, ensuring environments remain stable, properly configured, and available to Product, Development, QA, and Certification teams.
• Manage Service Now platform configuration, user administration, application configuration, and environment‑specific requirements.
• Monitor and optimize Service Now environments to support application development, testing, demonstrations, and certification activities.
• Serve as a technical subject matter expert for Service Now platform capabilities, architecture, and configuration.
• Troubleshoot complex platform and application issues across multiple environments.
• Maintain consistency and alignment between environments throughout the development and release lifecycle.
• Identify environment and configuration risks that could impact development, testing, certification, or production releases.

• Act as a technical liaison between Product, Development, and QA teams, ensuring alignment of requirements, technical feasibility, timelines, and delivery quality.
• Partner with Engineering teams to define and deliver technically viable solutions for new features, enhancements, and application functionality within the Service Now platform.
• Analyze business requirements and translate them into clear technical considerations, implementation requirements, and testable outcomes.
• Review proposed solutions and identify potential impacts to existing application functionality, platform logic, and integrations.
• Collaborate with developers to understand application architecture, logic flows, business rules, integrations, and other technical dependencies.
• Identify technical risks and dependencies early in the development lifecycle to reduce defects and rework.

• Lead QA strategy and operations for Service Now-based DTech applications, improving defect identification and overall release readiness.
• Own and execute unit, integration, and regression testing across DTech applications and Service Now environments.
• Develop and maintain comprehensive test scenarios covering application functionality, complex business logic, workflows, integrations, and platform behavior.
• Perform deep-dive testing of complex logic, backend workflows, data interactions, and functionality that requires advanced Service Now knowledge.
• Partner with Development and Product teams to identify, document, reproduce, and resolve defects.
• Ensure defects are technically precise and provide developers with the information required to efficiently diagnose and resolve issues.
• Conduct root cause analysis and severity assessments for defects and production issues.
• Provide technical insight to support informed Go/No-Go release decisions.
• Validate fixes and conduct targeted regression testing to ensure defects are resolved without introducing additional issues.

• Own and coordinate the Service Now application certification process for DTech applications.
• Prepare and submit applications and required materials for certification.
• Serve as the primary technical point of contact with the Service…