Senior ServiceNow ITSM Quality Assurance Analyst

Role Overview

• Support one or more project teams by using SN Agile and related tools to track testing progress, defects, risks, dependencies, and quality metrics across ServiceNow 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 ServiceNow 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 ServiceNow enhancements and releases.
• Perform functional, regression, and user acceptance testing for ServiceNow ITSM modules, workflows, and web-based applications.
• Partner with developers and platform administrators to troubleshoot issues, validate fixes, and support root-cause analysis for ServiceNow 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 ServiceNow enhancements using clear, traceable test documentation.
• Develop and maintain test plans (automated where applicable, eg ServiceNow ATF, Playwright, or other testing tools), test cases, regression suites, and validation documentation for ServiceNow releases, update sets, and new functionality.
• Support testing for ServiceNow 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.

Requirements

• 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 ServiceNow-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.

Tech Stack

• ITSM
• ServiceNow

Benefits

• We will consider for employment qualified applicants with arrest and conviction records.
• Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.