Define QA Standards: Design and operationalize a standardized QA process for the ServiceNow development lifecycle, moving the team from ad-hoc testing to a structured, repeatable framework.
Test Management: Define testing timelines, creating comprehensive test plans, and writing detailed test cases/scripts for new development and enhancements.
Execution & Sign-off: Perform “first pass” functional testing on development work prior to stakeholder release. Coordinate User Acceptance Testing (UAT) with business partners and manage formal QA sign-off.
Defect Management: Identify, document, and track defects to resolution, working closely with developers to ensure timely fixes.
Requirements Gathering: Partner with business stakeholders (e.g., People Services, IT Operations) to gather, analyze, and document detailed business requirements for new demands and catalog items.
Documentation: Maintain up-to-date process documentation, functional specifications, and FAQs to support the ServiceNow team and end-users.
Incident Support: Assist with the triage and resolution of complex incidents, leveraging platform knowledge to identify root causes.
Platform Governance: Support the operational team in enforcing governance standards, ensuring that changes (Update Sets) are properly vetted and promoted compliant with ITIL standards.

ServiceNow Experience: 3+ years of experience working with the ServiceNow platform (ITSM, HRSD, or CSM modules preferred).
QA Expertise: Proven experience in defining or executing QA processes, including writing test scripts and managing UAT.
Analysis Skills: Strong ability to translate complex business needs into clear, actionable technical requirements.
Certifications: ServiceNow Certified System Administrator (CSA) or ITIL Foundation certification is a plus.
Communication: Excellent written and verbal communication skills; ability to explain technical concepts to non-technical stakeholders.
Detail-Oriented: A rigorous approach to testing and documentation to ensure “zero defect” deployments.
Adaptability: Ability to work in a fast-paced environment and help build new processes from the ground up.

Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace ® , backup child and elder care, maternity/paternity leave and more
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

Junior Systems Analyst

Key skills