Job Description:
Role Summary
We are looking for a ServiceNow QA Lead with ~8–10 years of experience (must have 4–6 years in ServiceNow) to drive end-to-end testing, own release-level quality, and lead QA activities for SmartApps. The role involves strong stakeholder engagement, QA governance, and ensuring high-quality, risk-free deliveries.
Key Responsibilities
- Own end-to-end QA for releases – test strategy, planning, execution, and sign-off
- Define and drive QA governance, standards, and best practices across projects
- Lead functional, regression, integration, and UAT testing cycles
- Validate ServiceNow configurations, customizations, and integrations
- Establish and drive test automation (ATF/Selenium) to improve coverage and efficiency
- Manage defect lifecycle and ensure timely resolution with development teams
- Perform data validation and ensure integrity across ServiceNow modules
- Provide test metrics, dashboards, and quality insights to leadership
- Handle stakeholder management – work closely with business, product owners, and client teams for sign-offs and expectations
- Drive risk identification and mitigation related to quality and delivery timelines
- Support major releases, upgrades, and production validation
Skills & Experience
- Strong experience in ServiceNow QA / Testing, with leadership exposure
- Deep understanding of ServiceNow platform and core modules (ITSM, CSM, etc.)
- Hands-on with:
- Test strategy & planning
- Automation tools (ATF preferred, Selenium, etc.)
- Knowledge of ServiceNow configuration basics (workflows, scripting, integrations)
- Experience in Agile / Scrum delivery models
- Strong analytical, problem-solving, and communication skills
Certifications
- Mandatory: CSA (Certified System Administrator)
- Good to have: CSM / ITSM / other ServiceNow certifications
- Knowledge and/or micro-certification in at least one of the following:
- Customer Service Management (CSM) (preferred)
- Playbooks
- Flow Designer
- Now Assist / AI
- Platform Analytics
- Predictive Intelligence
- Service Portal
- Catalog Items
- Automated Test Framework (ATF)
JL9 Expectations
- Acts as QA Lead for a module or project
- Owns quality outcomes and release readiness
- Drives stakeholder communication and sign-offs
- Mentors team members and promotes automation and best practices
- Provides proactive risk and quality insights to leadership
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