Senior IT QA Analyst

Job Summary

We are seeking an experienced and detail-oriented ServiceNow Senior QA Engineer to lead quality assurance activities across the ServiceNow platform. The ideal candidate will be responsible for validating ServiceNow applications, integrations, workflows, and platform enhancements to ensure high-quality, scalable, and reliable solutions. This role will work closely with Product Owners, Business Analysts, Developers, Architects, and Operations teams throughout the software development lifecycle.

Key Responsibilities

• Design, develop, and execute comprehensive test plans, test cases, and test scripts for ServiceNow applications.
• Lead functional, regression, integration, system, and user acceptance testing activities.
• Build and maintain Automated Test Framework (ATF) scripts and regression suites for platform upgrades and releases.
• Validate ServiceNow modules such as ITSM, CSM , Service Portal, APO, and other custom applications.
• Collaborate with Business Analysts and Product Owners to translate business requirements into test scenarios and acceptance criteria.
• Ensure traceability between requirements, test cases, defects, and validation results.
• Identify, document, track, and manage defects through resolution.
• Perform end-to-end testing of integrations using REST APIs, SOAP, Integration Hub, MID Server, and external applications.
• Participate in Agile ceremonies including sprint planning, backlog refinement, daily stand-ups, retrospectives, and release planning.
• Support ServiceNow upgrades, patches, and releases by validating existing functionality and identifying regression issues.
• Prepare test execution reports, quality metrics, and status updates for stakeholders.
• Drive QA best practices, test automation adoption, and continuous process improvement initiatives.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 7+ years of overall QA experience with at least 4+ years of ServiceNow testing experience.
• Strong understanding of ServiceNow platform architecture and core modules.
• Hands-on experience with ServiceNow ATF (Automated Test Framework).
• Experience testing ServiceNow workflows, Flow Designer, Catalog Items, Record Producers, Integrations, and Portals.
• Experience in API testing using tools such as Postman or similar.
• Strong knowledge of Agile/Scrum methodologies and SDLC processes.
• Experience working with defect management and test management tools.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong communication and stakeholder management skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) certification in ITSM, CSM, or related modules.
• Experience with DevOps processes, and automated testing frameworks.
• ITIL processes, and ServiceNow upgrade testing methodologies.
• Experience working in global enterprise environments.

Key Competencies

• Quality-focused mindset
• Leadership and mentoring capabilities
• Strong attention to detail
• Risk identification and mitigation
• Problem-solving and analytical thinking
• Effective collaboration and communication
• Continuous improvement orientation