ServiceNow Quality Analyst

Job Summary

The ServiceNow Quality Analyst is responsible for validating and ensuring the quality of ServiceNow solutions across platform implementations, enhancements, and upgrades. The role includes functional testing, integration testing, regression testing, user acceptance testing support, defect management, and test automation activities. The individual will work closely with business stakeholders, developers, architects, and project teams to ensure delivered solutions meet business and technical requirements.

Role Responsibilities

• Create, execute, and maintain test plans, test cases, and test scripts for ServiceNow applications and enhancements.
• Perform functional, integration, system, regression, and end-to-end testing activities.
• Validate ServiceNow configurations, workflows, Flow Designer automations, catalog items, forms, notifications, dashboards, reports, and integrations.
• Identify, document, and manage defects through resolution.
• Support User Acceptance Testing (UAT) planning and execution.
• Participate in requirement and design reviews to ensure testability of solutions.
• Execute post-deployment validation and production verification testing.
• Support ServiceNow platform upgrades, patches, and regression testing cycles.
• Contribute to the creation and maintenance of Automated Test Framework (ATF) test cases.
• Prepare testing metrics, defect reports, and testing status updates.
• Collaborate with developers, business analysts, architects, and stakeholders to ensure high-quality deliverables.

Requirements

• 3 to 5 years of software testing or quality assurance experience.
• Minimum 2 years of dedicated ServiceNow testing experience.
• Experience testing ServiceNow modules such as ITSM, HRSD, CSM, IRM/GRC, SecOps, ITOM, ITAM, or custom applications.
• Experience creating test scenarios, test scripts, and defect reports.
• Understanding of Agile and Scrum delivery methodologies.
• Familiarity with ServiceNow Automated Test Framework (ATF).
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management skills.

Certifications

• ServiceNow Certified System Administrator (CSA) – mandatory.
• Preferred: ServiceNow Certified Application Developer (CAD) and other ServiceNow Certified Implementation Specialist (CIS) certifications

Education & Background

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum 2 years of dedicated ServiceNow testing experience.

Technical Skills

ServiceNow Testing

• ServiceNow functional, integration, regression, and UAT testing
• Test planning and test case design
• Defect lifecycle management
• Upgrade and release validation

ServiceNow Platform

• Forms, Workflows, Flow Designer
• Service Catalog and Record Producers
• Notifications and Approvals
• Reporting and Dashboards
• REST and SOAP integration testing

Automation

• Hands-on experience executing and maintaining ServiceNow Automated Test Framework (ATF) test cases
• Understanding of test automation concepts and best practices