Job Description

As a ServiceNow QA/Test Lead, you will be responsible for leading the testing strategy, planning, and execution for ServiceNow implementations and custom applications. You will work closely with developers, business analysts, and clients to ensure that ServiceNow solutions meet functional and performance requirements. You will oversee functional, non-functional, and integration testing to ensure the platform meets business requirements and quality standards.

Test Strategy & Planning: Develop and implement a comprehensive test strategy for ServiceNow projects, including functional, regression, performance, and automation testing.

• Test Design, Execution & Defect Management: Oversee, design test scripts and execute manual and automated tests for ServiceNow modules, ensuring system integrity and compliance with business needs.

• Automation & Tooling: Implement test automation frameworks (e.g., ATF - ServiceNow Automated Test Framework, Selenium, or others) to improve efficiency and reduce manual effort.

• Collaboration: Work closely with ServiceNow architects, developers, and business analysts to validate user stories, acceptance criteria, and solution designs.

• Governance & Best Practices: Define and enforce QA best practices aligned with ITSM, ITOM, HRSD, and other ServiceNow workflows.

• UAT Coordination: Facilitate User Acceptance Testing (UAT) with clients and internal stakeholders, ensuring successful project sign-offs.

• Reporting & Metrics: Provide test coverage reports, defect analysis, and quality assurance KPIs to key stakeholders. Non-Functional Testing

• Conduct high level security testing to identify vulnerabilities and compliance gaps.

• Validate access controls, authentication, and role-based permissions.

• Ensure reliability and failover testing in high-availability environments. Integration Testing

• Validate ServiceNow integrations with external applications using APIs, MID Servers, and data imports.

• Test web services, REST/SOAP integrations, and message queues.

• Ensure seamless data flow, transformation, and synchronization between systems. Test Automation & Tooling

• Implement and optimize ServiceNow Automated Test Framework (ATF).

• Improve continuous testing practices in DevOps pipelines. Defect Management & Reporting

• Manage defect lifecycle using ServiceNow Test Management, or other tracking tools.

• Perform root cause analysis (RCA) and work closely with developers to resolve issues.

• Generate detailed test reports, including test coverage, pass/fail rates, and defect trends. Governance & Best Practices

• Define and enforce QA best practices, test automation strategies, and compliance requirements.

• Align testing frameworks with ITIL, Agile, and DevOps methodologies.

Requirements

• 5+ years of experience in software testing, with at least 2+ years in ServiceNow testing.

• Strong understanding of ServiceNow platform modules (ITSM, ITOM, HRSD, CSM, SecOps, etc.).

• Experience and Hands-on in ServiceNow Automated Test Framework (ATF) is a must.

• Hands-on experience with test management tools (JIRA, ServiceNow Test Management, etc.).

• Strong knowledge of Agile/Scrum methodologies and DevOps testing practices.

• Familiarity with APIs, integrations, and data validation techniques.

• Experience in performance, security, and compliance testing is a plus.

• ServiceNow certifications (CIS, CSA, or ATF) are a plus.