ServiceNow QA Lead

Job Description:

Role Summary

We are looking for a ServiceNow QA Lead with ~8-10 years of experience (must have 4-6 years in ServiceNow) to drive end-to-end testing, own release-level quality, and lead QA activities for SmartApps. The role involves strong stakeholder engagement, QA governance, and ensuring high-quality, risk-free deliveries.

Key Responsibilities

• Own end-to-end QA for releases - test strategy, planning, execution, and sign-off
• Define and drive QA governance, standards, and best practices across projects
• Lead functional, regression, integration, and UAT testing cycles
• Validate ServiceNow configurations, customizations, and integrations
• Establish and drive test automation (ATF/Selenium) to improve coverage and efficiency
• Manage defect lifecycle and ensure timely resolution with development teams
• Perform data validation and ensure integrity across ServiceNow modules
• Provide test metrics, dashboards, and quality insights to leadership
• Handle stakeholder management - work closely with business, product owners, and client teams for sign-offs and expectations
• Drive risk identification and mitigation related to quality and delivery timelines
• Support major releases, upgrades, and production validation

Skills & Experience

• Strong experience in ServiceNow QA / Testing, with leadership exposure
• Deep understanding of ServiceNow platform and core modules (ITSM, CSM, etc.)
• Hands-on with:
  • Test strategy & planning
  • Automation tools (ATF preferred, Selenium, etc.)
• Knowledge of ServiceNow configuration basics (workflows, scripting, integrations)
• Experience in Agile / Scrum delivery models
• Strong analytical, problem-solving, and communication skills

Certifications

• Mandatory: CSA (Certified System Administrator)
• Good to have: CSM / ITSM / other ServiceNow certifications
• Knowledge and/or micro-certification in at least one of the following:
  • Customer Service Management (CSM) (preferred)
  • Playbooks
  • Flow Designer
  • Now Assist / AI
  • Platform Analytics
  • Predictive Intelligence
  • Service Portal
  • Catalog Items
  • Automated Test Framework (ATF)

JL9 Expectations

• Acts as QA Lead for a module or project
• Owns quality outcomes and release readiness
• Drives stakeholder communication and sign-offs
• Mentors team members and promotes automation and best practices
• Provides proactive risk and quality insights to leadership

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