Job Description & How to Apply Below
ABOUT THE PROJECT Our client is a global life sciences organization undertaking a large-scale Service Now transformation across multiple regions and operating companies. As part of a global initiative to modernize and standardize IT Service Management (ITSM), the organization is implementing Service Now as its enterprise platform for core ITSM capabilities while expanding its IT Operations Management (ITOM) footprint.
The Service Now QA/Test Analyst will play a critical role in ensuring the quality, stability, and reliability of Service Now solutions delivered across the enterprise. Working closely with the Test Lead, Business Analysts, developers, architects, and business stakeholders, you will support end-to-end testing activities throughout the project lifecycle, helping ensure solutions meet business requirements, adhere to platform standards, and are ready for production deployment.
ABOUT THE RESPONSIBILITIES As the Service Now QA/Test Analyst, you will be responsible for validating Service Now functionality across the platform and ensuring solutions meet business, technical, and quality expectations before deployment. You will collaborate closely with the Test Lead, Business Analysts, developers, architects, and business stakeholders to develop and execute comprehensive testing strategies across ITSM and ITOM capabilities. The successful candidate will support all phases of testing, including functional, integration, regression, and User Acceptance Testing (UAT), while promoting best practices in quality assurance, defect management, test automation, and continuous process improvement.
Responsibilities include Develop and execute test scripts, test scenarios, and test cases supporting Service Now ITSM modules and ITOM Discovery across functional, integration, regression, end-to-end, and User Acceptance Testing (UAT) cycles
Collaborate with the Test Lead, Business Analysts, developers, architects, and business stakeholders to ensure testing activities align with approved business requirements, solution designs, and project objectives
Validate functionality across core Service Now modules including Incident, Problem, Change, Request, Service Catalog, Knowledge Management, CMDB, and ITOM capabilities
Ensure complete traceability between business requirements, user stories, test cases, test execution, and test results throughout the testing lifecycle
Coordinate testing activities with business subject matter experts, developers, architects, and process owners to ensure comprehensive solution validation
Manage the complete defect lifecycle, including defect logging, triage, prioritization, retesting, validation, and resolution tracking
Prepare and maintain test data while ensuring test environments remain stable, available, and suitable for execution activities
Support User Acceptance Testing (UAT) planning, execution, issue resolution, and business stakeholder engagement
Promote the adoption and effective use of the Service Now Automated Test Framework (ATF) and support test automation initiatives where appropriate
Produce comprehensive testing documentation including test plans, execution reports, quality metrics, defect summaries, and test closure reports
Ensure all testing activities align with ITIL best practices, Service Now platform standards, and enterprise governance requirements
Identify opportunities to improve testing methodologies, quality assurance processes, and overall delivery effectiveness through continuous improvement initiatives
ABOUT THE QUALIFICATIONS 5+ years of experience in software testing or quality assurance, including experience supporting enterprise Service Now implementations
Hands-on experience testing Service Now ITSM modules, including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB
Experience supporting or testing ITOM capabilities, including Discovery, is considered a strong asset
Experience developing test plans, test scenarios, test scripts, and traceability matrices
Strong understanding of functional, integration, regression, end-to-end, and User Acceptance Testing (UAT)
Experience managing defects through their full lifecycle, including logging, prioritization, retesting, and validation
Experience using test management and defect tracking tools
Familiarity with the Service Now Automated Test Framework (ATF) is considered an asset
Strong understanding of ITIL principles and Service Now best practices
Excellent analytical, troubleshooting, and problem-solving skills
Strong organizational skills with exceptional attention to detail
Excellent written and verbal communication skills
Ability to work collaboratively within cross-functional, globally distributed project teams
ABOUT
THE ROLE
Location:
Remote
Duration: 6-month contract with a high likelihood of extension
Work hours:
Full-time, aligned to Eastern time zone business hours
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