Senior ServiceNow ITSM Quality Assurance Analyst; Remote NI

Position: Senior ServiceNow ITSM Quality Assurance Analyst (Remote) NI
Description

** The Work** : ICF's Digital Modernization Division is seeking an ITSM Quality Assurance (QA) Analyst with hands-on Service Now experience to support NIH projects. In this role, you will help ensure the quality, reliability, and usability of Service Now-based ITSM solutions by partnering with developers, business analysts, product owners, and stakeholders across cross-functional teams.

The QA Analyst will validate Service Now configurations, enhancements, workflows, and low-code solutions to ensure they meet requirements, support ITIL-aligned processes, and perform effectively in a federal client environment. This role includes functional, regression, and user acceptance testing for ITSM modules and related platform updates.

** Local candidates may be expected to work at the client site in Rockville, MD, at least 1-2 days per week.*
* ** What You Will Do*
* In this role, you will support one or more project teams by:

+ Use SN Agile and related tools to track testing progress, defects, risks, dependencies, and quality metrics across Service Now delivery work.

+ Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives.

+ Participate in requirements reviews, backlog grooming, and sprint planning to identify test scenarios, risks, and impacts to Service Now ITSM workflows.

+ Work with the project team during sprint planning to identify risks and potential system impacts.

+ Develop, document, and execute test plans, test cases, and test scripts for Service Now enhancements and releases.

+ Perform functional, regression, and user acceptance testing for Service Now ITSM modules, workflows, and web-based applications.

+ Partner with developers and platform administrators to troubleshoot issues, validate fixes, and support root-cause analysis for Service Now defects.

+ Execute test cases, document defects with clear reproduction steps, and partner with developers to support bug fixes and change requests.

+ Review user stories and acceptance criteria and create test scenarios and scripts for Service Now enhancements using clear, traceable test documentation.

+ Develop and maintain test plans (automated where applicable, eg Service Now ATF, Playwright, or other testing tools), test cases, regression suites, and validation documentation for Service Now releases, update sets, and new functionality.

+ Support testing for Service Now platform upgrades, patches, and configuration changes to confirm stability across ITSM processes.

+ Advise on and advocate for rigorous QA processes and documentation on projects and within the organization.

+ Conduct demos or training necessary for the successful execution of the project

+ Communicate effectively with a wide variety of technical and non-technical audiences

** What You Will Bring with You**  :

+ Bachelor's Degree in Computer Science, Information Systems, Engineering or other related scientific/technical discipline

+ 6+ years of QA experience testing web-based applications, including functional, regression, and user acceptance testing.

+ 3+ years of experience working in Agile delivery environments with user stories, sprint ceremonies, and defect tracking tools.

+ 1+ years of hands-on experience testing or supporting Service Now-based ITSM solutions and workflows.

+ 1+ years of experience with API and integration testing

+ 1+ years of experience with Agile or Scrum development methodologies

+ 1+ years of working knowledge of ITSM concepts and ITIL-aligned processes such as incident, request, problem, and change management.

+ Candidate must be able to obtain and maintain a Public Trust with the government

+ Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.

+  
** Must be a United States**  (U.S.)  
** Citizen or Green card,
** and the  
** work MUST BE PERFORMED in the United States**  (U.S.), as this work is for a federal contract, and laws do apply

** What We Would Like You to Bring with You:*
* + Software testing certification and/or Service Now certification.

+

Experience with Agile Scrum methodology and testing within iterative delivery cycles.

+ Strong analytical, problem solving, and time management skills

+ Ability to work independently and collaboratively with strong organizational, reporting, and time management skills.

+ Familiarity with Service Now releases, update sets, platform upgrades, or automated testing practices such as ATF.

+ Strong attention to detail and the ability to create clear, accurate test documentation.

** Professional Skills*
* +  _Strong analytical, problem-solving, communication, and stakeholder collaboration skills in a structured QA environment._

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** Working at ICF*
* ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the…