Job Summary
We are seeking an experienced ServiceNow Tester with a strong consulting mindset and expertise in Customer Service Management (CSM) capabilities. This role requires not only technical testing proficiency but also the ability to collaborate closely with client stakeholders, support ongoing Agile development within Scrum teams, and transfer knowledge to client team members. The successful candidate will play a key role in ensuring the quality and successful migration of custom ServiceNow applications into the standard CSM framework.
Job Responsibilities
- Collaborate with two Scrum teams (US and Philippines) to plan, design, execute, and manage test activities for ServiceNow CSM.
- Develop and execute test cases, scripts, plans, and procedures (manual and automated) aligned with CSM best practices.
- Validate migration of custom ServiceNow applications into the CSM capability, ensuring alignment with design principles and business outcomes.
- Act as a consultative partner, engaging with client stakeholders to understand requirements, identify risks, and recommend improvements.
- Provide knowledge transfer and mentoring to client team members on CSM features, design principles, and practical usage.
- Ensure traceability between requirements, test cases, and defects, with strong follow-up to resolution.
- Contribute to continuous improvement of testing processes, tools, and methodologies within an Agile/Scrum environment.
- Document and communicate testing outcomes, risks, and recommendations clearly to both technical and business stakeholders.
Job Qualifications
- Proven experience testing ServiceNow applications, specifically within the CSM module.
- Strong understanding of CSM capabilities, design principles, best practices, and practical application.
- Prior involvement in ServiceNow migrations or implementations, ideally involving custom-to-standard transitions.
- Solid grasp of Agile/Scrum methodology, with experience working in distributed teams.
- Excellent communication, consulting, and stakeholder engagement skills.
- Ability to mentor and assist client team members, fostering capability uplift.
- Strong analytical, follow-up, and problem-solving skills, with a focus on outcomes and client success.
