Job Title: ServiceNow QA Engineer
Experience:
Job Summary
We are looking for experienced ServiceNow QA Engineers with 35 years of experience in functional testing of ServiceNow-based applications, preferably within the IT Service Management (ITSM) domain.
The ideal candidates should have strong knowledge of Incident Management and Service Request Management, along with hands-on experience in test strategy development, test planning, test design, test execution, defect management, and regression testing.
The candidates will work closely with Business Analysts, Developers, Product Owners, and other QA team members to ensure the quality, functionality, and reliability of ServiceNow solutions.
Key Responsibilities
- Analyze business requirements, functional specifications, user stories, and acceptance criteria for ServiceNow implementations and enhancements.
- Create test strategies and detailed test plans based on project scope, business requirements, risks, and release timelines.
- Design and maintain test scenarios, test cases, test data, and traceability matrices.
- Perform functional testing of ServiceNow ITSM modules, particularly Incident Management and Service Request Management.
- Validate incident lifecycle workflows, priority and assignment rules, SLA configurations, notifications, escalations, and resolution processes.
- Test service catalog items, request submission, approvals, fulfillment workflows, task assignments, and request closure.
- Execute integration, end-to-end, smoke, and regression testing for ServiceNow changes and releases.
- Validate role-based access, form behavior, mandatory fields, business rules, UI policies, and workflow behavior.
- Identify, document, track, and retest defects using defect management tools.
- Collaborate with development teams to investigate issues, clarify requirements, and ensure timely defect resolution.
- Prepare test execution reports, defect summaries, test completion reports, and release quality assessments.
- Support User Acceptance Testing (UAT), release validation, and post-deployment smoke testing.
- Identify opportunities to improve test coverage, test efficiency, and overall QA processes.
Required Skills and Qualifications
- 3–5 years of experience in software quality assurance and functional testing.
- Hands-on experience testing ServiceNow applications, preferably ServiceNow ITSM.
- Strong functional knowledge of Incident Management and Service Request Management.
- Experience creating test strategies, test plans, test scenarios, and detailed test cases.
- Strong understanding of the Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC).
- Experience in defect reporting, tracking, root-cause discussions, and retesting.
- Ability to interpret business requirements and translate them into comprehensive test coverage.
- Good analytical, troubleshooting, communication, and documentation skills.
- Experience working in Agile/Scrum environments.
Basic understanding of REST APIs and integration testing.
Preferred Skills
- Exposure to ServiceNow Automated Test Framework (ATF) or other test automation tools.
- Experience using Azure DevOps, Jira, or similar test and defect management tools.
- ServiceNow Certified System Administrator (CSA) certification or relevant ServiceNow training.
