Software Engineer III- ServiceNow QA Analyst

We have an exciting and rewarding opportunity for you to take your software engineering career to the next level.

As a Software Engineer III at JPMorgan Chase within the Infrastructure Platforms team, you serve as a seasoned member of an agile delivery team to validate and assure market-leading ServiceNow solutions in a secure, stable, and scalable way. You are responsible for executing and improving testing practices across ServiceNow applications and workflows, ensuring releases meet functional, integration, performance, and control requirements in support of the firm’s business objectives.

Job responsibilities

• Execute QA activities including test planning, test case creation, test execution, defect triage, and test reporting for ServiceNow releases (e.g., ITSM, ITOM, ITAM, HRSD, CSM, SecOps as applicable).
• Design and maintain the scalable manual and automated regression and performance test suites for ServiceNow configurations and customizations (workflows/Flow Designer, Business Rules, Client Scripts, UI Policies, integrations, portals).
• Perform functional, regression, smoke, integration, and end-to-end testing across ServiceNow and upstream/downstream systems (APIs, MID Server, SSO, CMDB-related integrations).
• Partner with developers, product owners, and platform teams to review requirements and acceptance criteria, identify test scenarios, and ensure appropriate coverage and traceability.
• Log, track, and manage defects with clear reproduction steps, severity/priority, and evidence; validate fixes and support release readiness decisions.
• Produce and maintain test artifacts (test plans, test cases, test data approach, RTM as needed) and contribute to release documentation and operational readiness.
• Analyze testing results and trends to identify recurring defects, root causes, and quality risks, recommending improvements to process, controls, and platform hygiene.
• Support CI/CD quality gates by integrating testing into pipelines where applicable and promoting consistent QA standards across environments (DEV/TEST/UAT/PROD).
• Leverages enterprise-authorized AI coding assist tools within the work environment to improve code quality, delivery speed, and productivity across complex deliverables (e.g., code generation/refactoring, unit test creation, documentation), while validating outputs through peer review, automated testing, and secure coding standards; contributes learnings and reusable patterns to improve broader team effectiveness.
• Applies knowledge of tools within the Software Development Life Cycle toolchain, including enterprise-authorized AI-assisted development and automation capabilities, to improve the value realized by automation.

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 3+ years applied experience
• Hands-on practical experience in QA/testing within the Software Development Life Cycle, including test design, execution, defect management, and release validation.
• Experience testing ServiceNow configurations/customizations and understanding of core platform components (tables, forms, lists, ACLs, notifications, workflows/Flow Designer).
• Working knowledge of Agile delivery practices and QA in iterative release cycles; familiarity with CI/CD concepts and environment promotion practices.
• Experience with test management and defect tracking tools (e.g., Jira, ServiceNow Agile Development, or similar).
• Basic understanding of web technologies and APIs (HTTP, REST, JSON) and ability to validate integrations using logs and test tools (e.g., Postman or equivalent).
• Ability to create clear, actionable documentation and communicate effectively with technical and non-technical stakeholders.
• Understanding of security and controls concepts relevant to testing (e.g., access controls/roles, data handling, auditability, evidence capture).
• Hands-on experience using enterprise-authorized AI-assisted software development tools within the work environment (e.g., for coding, test creation, troubleshooting, or documentation) with demonstrated ability to critically evaluate, validate, and refine AI-generated outputs for correctness, performance, and security.
• Understanding of responsible AI use in engineering workflows, including data sensitivity considerations, secure handling of inputs/outputs, and adherence to resiliency and security expectations; ability to guide peers on safe and effective usage within team practices.

Preferred qualifications, capabilities, and skills

• Experience with ServiceNow test automation (e.g., ATF - Automated Test Framework) and/or automation frameworks/tools used alongside ServiceNow.
• Familiarity with CMDB and ITIL-aligned processes (Incident, Problem, Change, Request, Asset/Discovery).
• Exposure to performance testing concepts and non-functional testing (availability, resiliency, audit/compliance readiness).
• Experience validating SSO, LDAP, and multi-system integrations involving MID Server, integration hubs, or enterprise APIs.