ServiceNow Senior IT QA Analyst

Overview

Individual contributor QA role supporting enterprise technology initiatives with a strong focus on the ServiceNow platform, validating requirements and user stories, documenting defects, supporting UAT, and contributing to reliable delivery across projects, releases, enhancements, and platform upgrades.

What you'll do

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

What you'll need

• 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).
• 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.

Nice to have

• 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.
• Strong understanding of HRSD, CSM, or ITOM modules.

Details

• Location: Bangalore, Karnataka, India (EDC).
• Work mode: Hybrid or remote-eligible per department guidelines.
• Occasional off-hours testing may be required during major releases or platform upgrades.