ServiceNow Senior IT QA Analyst

Senior IT QA Analyst

Job Summary

We are seeking a Sr IT QA Analyst to support quality assurance activities for enterprise technology initiatives, with a strong focus on the ServiceNow platform. In this individual contributor role, you will develop and execute test plans, validate requirements and user stories, document defects, support UAT, and contribute to reliable delivery across projects, releases, enhancements, and platform upgrades. You will partner closely with business stakeholders, process analysts, developers, and delivery teams to ensure solutions meet business requirements, user expectations, and quality standards before deployment. This position is ideal for a detail-oriented QA professional who can translate business needs into testable outcomes, communicate risks clearly, and help improve testing practices through strong execution and collaboration.

Key Responsibilities

Test Strategy & Planning

• Contribute to QA planning for ServiceNow projects, releases, and enhancements in collaboration with the Lead Business Process Analyst and delivery team.
• Develop test plans, test cases, and test scripts aligned to business requirements, user stories, and acceptance criteria.
• Apply established QA standards, templates, and best practices for the ServiceNow platform.

Test Execution & Defect Management

• Execute functional, regression, integration, and user acceptance testing support for ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, SPM).
• Identify, document, and track defects through the full lifecycle using ServiceNow or designated defect-tracking tools.
• Support defect prioritization and resolution by providing clear analysis, reproducible steps, and timely updates to development and configuration teams.
• Execute performance, load, and smoke testing as required.

ServiceNow Platform QA

• Validate workflows, business rules, UI policies, notifications, and integrations configured in ServiceNow.
• Ensure data integrity and accuracy across ServiceNow tables and integrations with upstream/downstream systems.
• Review and test configuration changes, updates, and platform upgrades including ServiceNow version upgrades and patches.

Collaboration & Stakeholder Engagement

• Collaborate with the Lead Business Process Analyst to translate process requirements into testable acceptance criteria.
• Participate in UAT sessions with business stakeholders and provide testing support to business users as needed.
• Communicate QA status, risks, and defect trends to project teams in a clear and timely manner.

Continuous Improvement

• Support the use of automated testing tools and frameworks within the ServiceNow environment.
• Identify opportunities to improve testing efficiency, coverage, and cycle time.
• Maintain QA documentation and contribute to a shared knowledge base.

Subject Matter Expertise

• Serve as a QA subject matter contributor for ServiceNow-related initiatives by sharing testing knowledge, risks, and recommendations with the project team.
• Contribute to team knowledge-sharing by documenting lessons learned, reusable test scenarios, and platform-specific QA considerations.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent work experience).
• 8+ years of QA/testing experience in enterprise IT environments.
• 5+ years of hands-on experience testing on the ServiceNow platform.
• Strong understanding of ServiceNow modules (ITSM required; HRSD, CSM, or ITOM a plus).
• Demonstrated experience creating, maintaining, and executing automated test scripts as part of enterprise QA delivery.
• Experience planning and executing system performance testing, including load, volume, scalability, and response-time validation for enterprise applications.
• Proficiency in writing test plans, test cases, and defect reports.
• Experience with Agile/Scrum delivery methodologies.
• Excellent analytical, problem-solving, and communication skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or equivalent ServiceNow certification.
• ISTQB or similar QA certification.
• Experience with automated testing tools (e.g., ATF - Automated Test Framework within ServiceNow).
• Familiarity with integration testing (REST/SOAP APIs, MID Server).
• Experience supporting large-scale ServiceNow implementations or platform upgrades.

Competencies

• Attention to Detail
• Collaboration and Stakeholder Communication
• Accountability and Initiative
• Critical Thinking and Root-Cause Analysis
• Adaptability and ability to manage competing priorities
• Continuous Improvement Mindset

Working Conditions

• Hybrid or remote-eligible per department guidelines.
• Occasional off-hours testing may be required during major releases or platform upgrades.