ServiceNow QA Tester; IT Customer Support Services

Location: Quantico, VA (Hybrid with Remote Work Eligibility)

Company: G2IT

Clearance Required: Active Secret

Schedule: Full-Time | Hybrid | Up to 10% Travel

Salary Range: $70,000–$80,000 annually, depending on experience and qualifications

G2IT is seeking an experienced Service Now QA Tester to support the testing, validation, and quality assurance of an enterprise Service Now IT Service Management (ITSM) platform for a Department of War agency.

The Service Now QA Tester will be responsible for developing and executing test plans, validating Service Now applications and workflows, identifying defects, and ensuring platform enhancements meet business requirements and government acceptance criteria.

The ideal candidate will have hands‑on experience testing Service Now ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Service Catalog. Candidates should also have experience with Service Now Automated Test Framework (ATF), functional testing, regression testing, integration testing, and User Acceptance Testing (UAT).

This position requires close collaboration with Service Now developers, business analysts, administrators, and government stakeholders to ensure platform functionality, reliability, security, and overall user experience.

• Develop and execute detailed test plans, test cases, and test scripts specifically for Service Now applications, ITSM modules, workflows, and platform enhancements.
• Perform functional, regression, integration, end‑to‑end, and negative testing across Service Now environments.
• Test Service Now ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.
• Validate Service Now Service Catalog items, request fulfillment workflows, approvals, notifications, and automated business processes.
• Develop, execute, and maintain automated test cases using Service Now Automated Test Framework (ATF).
• Perform regression testing following Service Now platform upgrades, patches, releases, and configuration changes.
• Test Service Now Service Portal functionality, forms, dashboards, and user‑facing applications to ensure they meet documented requirements.
• Validate Service Now business rules, client scripts, UI policies, Flow Designer workflows, and other platform configurations from a functional testing perspective.
• Test Service Now integrations with external applications, Active Directory, APIs, and enterprise systems to verify data accuracy and functionality.
• Validate Service Now CMDB functionality, configuration item relationships, and data integrity where applicable.
• Test incident and request lifecycle workflows, including ticket assignment, escalation, resolution, customer confirmation, reopening, and closure.
• Identify, document, track, and retest defects, working closely with Service Now developers and administrators to ensure timely resolution.
• Support User Acceptance Testing (UAT) by preparing test scenarios, coordinating testing activities, and documenting results for government stakeholders.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and release planning.
• Perform Section 508/WCAG accessibility testing of Service Now portals, forms, and user interfaces.
• Support security‑focused testing, including role‑based access controls, user permissions, input validation, and data handling.
• Maintain test documentation, defect reports, test execution results, and quality assurance metrics.
• Collaborate with Service Now Business Analysts to ensure test cases align with business requirements, user stories, and acceptance criteria.

• Bachelor's degree and a minimum of 3 years…