Quality Assurance tester

QUALITY ASSURANCE TESTER | BUCHAREST, ROMANIA

Travel obsessed? Big tech fan? Hey, you’re in good company. If you want to be part of the industry that makes the world go round, then look no further.

Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, long awaited bucket-list trip or overdue school reunion. While we can’t solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we’re looking for the best thinkers to help us do it.

We’re hiring right now for a Quality Assurance (QA) Tester - ServiceNow CSM! Search for #LifeatTravelport on LinkedIn and hear from our amazing team.

Role Overview

The Quality Assurance (QA) Tester - ServiceNow CSM ensures the quality, stability, and customer experience of ServiceNow Customer Service Management (CSM) solutions. This role validates customer-facing functionality, AI-assisted support experiences, and platform changes to ensure they meet defined business, UX, and product requirements before release.

In addition to hands-on testing, this role contributes to writing user stories, supports acceptance criteria definition, and helps coordinate testing activities for ServiceNow platform upgrades and service pack releases.

The QA Tester works closely with UX teams, ServiceNow platform leads, and the CSM Product Owner, playing an active role across the delivery lifecycle.

Key Responsibilities

• Functional & Regression Testing - ServiceNow CSM
• Execute functional testing for ServiceNow CSM features (case management, customer portal, contact channels, workflows)
• Validate end-to-end customer journeys (case creation, updates, notifications, resolution)
• Perform regression testing to ensure existing functionality remains stable after changes
• Validate role-based access and customer vs agent experiences
• AI & Virtual Agent Testing (CSM Scope)
• Test Virtual Agent and Now Assist for CSM scenarios from a customer perspective
• Validate conversational flows, escalation logic, fallback behavior, and error handling
• Identify incorrect, unclear, or inconsistent AI responses
• Support regression testing following AI, knowledge, or prompt updates
• User Story & Backlog Support
• Support the Product Owner in writing and refining user stories related to CSM features and quality improvements
• Contribute to defining clear acceptance criteria from a testing and customer-experience perspective
• Review stories early to identify risks, test gaps, and dependencies
• Ensure test coverage aligns with business and UX requirements
• Platform Upgrade & Service Pack Testing Coordination
• Support planning and coordination of testing activities for ServiceNow platform upgrades and service pack releases
• Execute and support regression testing during upgrade cycles
• Validate CSM features, customer portals, and AI capabilities impacted by upgrades
• Collaborate with platform leads to track issues, risks, and required fixes
• Help document upgrade test results, validation outcomes, and recommendations
• UX & Experience Validation
• Collaborate with UX designers to validate implemented features against approved designs
• Test usability, clarity, and consistency of customer-facing experiences
• Identify friction points, confusing interactions, or misleading messages
• Provide clear and structured feedback focused on customer impact
• Collaboration & Quality Processes
• Work closely with ServiceNow platform leads to understand technical scope and changes
• Participate in sprint planning, reviews, defect triage, and release activities
• Create and maintain test cases, test scenarios, and regression packs
• Log and track defects with clear reproduction steps and supporting evidence
• Follow established QA standards, processes, and governance

Required Qualifications

• Bachelor’s degree (or near completion) in IT, Computer Science, Information Systems, or related field
• Strong interest in quality assurance, testing, and customer experience
• Basic understanding of web applications and system workflows
• Excellent written and verbal communication skills in English
• Attention to detail and a structured, analytical mindset

• Preferred (Desirable)
• Exposure to ServiceNow, especially CSM, ITSM, or platform fundamentals
• Initial experience with manual testing or requirements analysis (internship, academic, junior role)
• Familiarity with Agile / Scrum ways of working
• Understanding of customer support and case management processes

Skills & Competencies

• Functional and regression testing
• User-story and acceptance-criteria mindset
• Strong documentation and defect reporting
• Customer-centric quality thinking
• Collaboration with UX, Product, and Platform teams
• Willingness to learn enterprise platforms and AI features

Discover why our teams love working here:

We offer a package and benefits that are competitive with hybrid working.

Search #lifeattravelport for our employee stories on LinkedIn!

Your journey at Travelport starts here.

Our application process is quick, easy, and hassle-free - apply in just a few minutes!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.

If you are having any technical difficulties applying for this position, please email your CV and name of role for which you are applying to [email protected].