About the role

Experience: 8+ years of total experience with a minimum of 5 years focused on ServiceNow testing.

Role Objective
We are looking for a seasoned ServiceNow QA Lead to drive the quality assurance strategy for our enterprise ServiceNow platform. You will be responsible for ensuring the reliability, performance, and integrity of complex ServiceNow implementations across modules like ITSM, ITOM, HRSD, and CSM. The ideal candidate will bridge the gap between business requirements and technical execution, leading both manual and automated testing efforts.

Key Responsibilities
Test Strategy & Leadership: Define and implement the end-to-end QA strategy, test plans, and governance models for ServiceNow upgrades, patches, and new module deployments.

Automation Mastery: Design, develop, and maintain robust automated test suites using the ServiceNow Automated Test Framework (ATF). Experience with Selenium or Tricentis Tosca is a strong plus.

Module Validation: Lead functional, regression, and integration testing across core modules (Incident, Problem, Change, Service Portal, CMDB, and Discovery).

Integration Testing: Validate complex integrations between ServiceNow and 3rd party tools using REST/SOAP APIs, MID Servers, and IntegrationHub.

Upgrade Management: Orchestrate "Upgrade-Safe" testing cycles, performing impact analysis on customizations to ensure zero-day defects during platform version jumps (e.g., Vancouver to Washington D.C.).

Defect Lifecycle: Manage the defect triaging process in Jira or ServiceNow Agile, working closely with developers to ensure root cause analysis (RCA) and timely resolution.

Stakeholder Management: Collaborate with Business Analysts and Product Owners to translate User Stories into clear Acceptance Criteria and Gherkin-style test cases.

Mentorship: Lead and mentor a team of junior QA engineers, ensuring adherence to ServiceNow best practices.

Required Technical Skills
Platform Expertise: Deep understanding of ServiceNow architecture, including Business Rules, Client Scripts, UI Policies, Flow Designer, and ACLs.

ATF Proficiency: Hands-on experience creating custom UI test steps, server-side scripts, and parameterized testing within ATF.

Scripting: Basic to intermediate knowledge of JavaScript for script-based test validations.

API Testing: Expertise in testing web services using tools like Postman or SoapUI.

Agile Methodology: Strong experience working in Scrum/Agile environments and participating in Sprint planning and retrospectives.

Qualifications & Certifications
Education: B.E. / B.Tech / MCA in Computer Science or related field.

Mandatory Certification: ServiceNow Certified System Administrator (CSA).

Preferred Certifications: * ServiceNow Micro-Certification: Automated Test Framework.

ITIL V3/V4 Foundation.

ISTQB Advanced Level (Test Manager/Analyst)