Senior Principal - SN QA Lead

Overview

Defines and governs the quality assurance strategy for the ServiceNow Platform & Enterprise Tools Domain, acting as domain-level quality authority across multiple delivery teams.

What you'll do

• Define and own the quality assurance strategy for the ServiceNow Platform & Enterprise Tools Domain, aligning with product delivery, architecture standards, security requirements, and enterprise governance.
• Oversee the end-to-end testing environment, automated testing frameworks, platform release testing, and validation of platform upgrades across ServiceNow and enterprise tools.
• Establish domain-wide QA standards, test approaches, and quality gates covering functional, non-functional, regression, integration, and user acceptance testing.
• Define risk-based testing approaches to prioritise effort across critical services, high-transaction workflows, regulated processes, and AI-enabled automation.
• Provide QA leadership across multiple delivery teams, ensuring quality activities are embedded throughout the product lifecycle (refinement, build, test, release, and post-go-live).
• Partner with Product Owners and Delivery Managers to define acceptance criteria, test coverage expectations, and release readiness decisions.
• Ensure dependencies, integrations, and cross-platform impacts are adequately tested across ServiceNow modules and enterprise tooling integrations.
• Drive the adoption and continuous improvement of test automation strategies, including automated regression, API testing, workflow validation, and data integrity checks.
• Govern the use of QA tooling and frameworks (e.g. ServiceNow ATF, API testing tools, CI/CD quality checks), ensuring consistency and reusability.
• Balance automated and manual testing approaches based on risk, complexity, and business criticality.
• Ensure non-functional requirements (performance, resilience, security, accessibility, operability) are clearly defined, tested, and signed off prior to release.
• Partner with Security, Risk, and Compliance teams to embed appropriate controls, evidence, and audit readiness into QA processes.
• Support validation of AI-enabled or automated workflows, ensuring transparency, fallback behaviour, and safe operation.
• Oversee defect management processes, ensuring issues are triaged, prioritised, and resolved effectively with clear root-cause insight.
• Support go-live and hypercare activities, ensuring quality risks are understood and mitigated.
• Contribute to continuous improvement by analysing defect trends, test effectiveness, and release outcomes.

What you'll need

• Bachelor's or Master's degree in Business, Information Technology, Project/Programme Management, or equivalent experience.
• Overall 15 years of experience and typically 5-7 years in QA, testing, or quality engineering roles within complex enterprise environments.
• Proven experience defining and leading QA strategies across multiple teams or platforms.
• Strong experience testing workflow-based platforms (e.g. ServiceNow) and complex system integrations.
• Demonstrated experience implementing and governing test automation frameworks.
• Experience working within agile or DevOps delivery models.

Nice to have

• Professional certifications (e.g., ITSM, etc).
• Experience operating in regulated or compliance-driven environments.
• Platform release and environment management leadership, including owning end-to-end release processes for a mature ServiceNow platform.
• Strategic QA and automated testing governance, defining testing strategy, standards, and automation frameworks (functional, regression, integration).
• Vendor and MSP QA delivery management, directing outsourced QA teams and ensuring MSP output meets agreed coverage, quality, and timeliness targets.
• Quality metrics, defect management, and continuous improvement, defining and using quality KPIs (defect rates, test coverage, escape rates).
• Collaboration with product, engineering, and release stakeholders to align test scope with risk and manage entry/exit criteria.

Details

• Location: Bengaluru Luxor North Tower.