Quality Engineer – ServiceNow

Role Overview

• Own the complete quality assurance strategy for each sprint
• from test planning and elaboration through to UAT execution and sign-off
• managed entirely within ServiceNow.
• Write clear, well-structured test cases and test scripts using standardized formats with explicit pass/fail criteria, ensuring all test documentation is sprint-ready before development begins.
• Actively participate in all Agile ceremonies: sprint planning, daily stand-ups, backlog refinement, sprint reviews, and retrospectives, with explicit focus on quality gates and acceptance criteria validation.
• Track quality progress, surface defects and risks proactively, prioritize testing efforts, and coordinate resolution across the delivery team.
• Define and maintain quality acceptance criteria alongside the development team, ensuring stories are testable before they enter development.
• Design, develop, and maintain automated test suites using the ServiceNow Automated Test Framework (ATF), including test steps, assertions, and data-driven testing scenarios.
• Create reusable test components, test data sets, and ATF best practices libraries to improve test efficiency and scalability across multiple sprints and releases.
• Execute and enhance automated test coverage across core modules: IT Service Management (ITSM) and Customer Service Management (CSM) are the primary areas of focus for this role.
• Perform hands-on manual testing within ServiceNow to validate configuration, identify gaps in automated coverage, and ensure end-to-end quality across all user workflows.
• Troubleshoot test failures, investigate root causes, and distinguish between product defects and test infrastructure issues.
• Validate configuration outputs in non-production environments (development, sandbox, UAT) and ensure alignment to approved requirements prior to production promotion.
• Conduct test planning sessions and requirements workshops with business stakeholders and the development team to define test scope, coverage areas, and acceptance criteria.
• Translate functional specifications and process flows into comprehensive test scenarios, test cases, and user acceptance testing (UAT) scripts suitable for business user execution.
• Proactively manage stakeholder expectations throughout delivery, providing regular quality reports, defect summaries, and progress updates; facilitate decisions on risk acceptance and scope trade-offs.
• Design UAT environments and coordinate user acceptance testing, including training business users, managing test data, and collecting defect feedback.
• Actively leverage Generative AI tools to accelerate testing deliverables
• including drafting and refining test cases, generating test data, creating UAT scripts, producing test documentation, and summarizing defect patterns.
• Apply AI-assisted techniques responsibly and in alignment with organizational standards, ensuring test outputs are reviewed, validated, and fit for purpose before use in delivery.
• Maintain current and accurate quality documentation including test plans, test cases, test execution reports, defect logs, and UAT sign-off records
• all managed within ServiceNow where applicable.
• Identify and champion quality process improvements, automation opportunities, and platform governance enhancements across teams.
• Stay current on ServiceNow platform releases, new ATF capabilities, and deprecations that impact ITSM and CSM testing and quality delivery.
• Collaborate with Solution Architects and developers to establish testing standards, configuration validation protocols, and quality gates aligned to organizational best practices.

Requirements

• Minimum 3–5 years of QA/Testing experience with at least 2 years in an active ServiceNow QA/testing delivery role (not advisory or support only).
• Hands-on experience with the ServiceNow Automated Test Framework (ATF) including test design, test step creation, assertions, data-driven testing, and test execution
• this is a core competency for this role.
• Proven hands-on experience using the ServiceNow Agile Development (ADM) module for test case management, test execution tracking, defect logging, and sprint-based quality governance.
• Demonstrated testing experience on ServiceNow ITSM and/or CSM modules, including functional, regression, and user acceptance testing.
• Strong understanding of ITIL processes as they relate to testing: Incident, Change, Problem, and Request Management workflows and validations.
• Manual testing expertise including test case design, exploratory testing, defect analysis, and user workflow validation across web and mobile interfaces.
• Excellent communication and facilitation skills; able to translate testing concepts for business audiences and functional requirements for technical teams; comfortable leading UAT sessions with business users.
• Familiarity with Generative AI tools and demonstrated willingness to incorporate them into day-to-day testing and quality activities.

Tech Stack

• ITSM
• ServiceNow

Benefits

• Offers Bonus