Specialist - ServiceNow Quality Assurance Testing & Application support

Overview

Subject matter expert role supporting every phase of the development process on the ServiceNow platform, combining functional testing and quality assurance with day-to-day application support.

What you'll do

• Review complex functional requirements, user stories and acceptance criteria, and translate them into clear test scenarios and reusable test cases.
• Execute comprehensive functional, integration, regression, negative, access-control, end-to-end and release validation testing.
• Validate ServiceNow workflows, approvals, SLAs, notifications, assignment rules, catalogue items, reports, dashboards, roles and user access.
• Document defects with reproducible steps, evidence, severity, business impact, expected results and actual results; retest fixes and confirm closure.
• Investigate complex incidents and functional issues escalated by L1 and L2 support, reproduce them in a suitable non-production environment and identify whether the cause relates to guidance, data, access, configuration or a platform defect.
• Resolve approved functional issues and escalate complex scripting, integration, security, architectural or development defects to Engineering with complete diagnostic evidence.
• Prepare UAT scenarios, coordinate test readiness, support business testers and maintain execution and sign-off evidence.
• Perform smoke and regression testing for releases, upgrades, patches, deployments and environment clones.
• Create and maintain ServiceNow Automated Test Framework tests for stable, repeatable, business-critical and enterprise-scale scenarios.
• Maintain test plans, execution evidence, defect records, knowledge articles and quality status reporting in line with change-control and audit requirements.
• Identify recurring issues and opportunities to improve regression coverage, automation, support knowledge and release quality.

What you'll need

• Demonstrated knowledge and experience in IT Service Management (ITSM), including Incident, Major Incident, Problem, Change, and Request Management.
• Knowledge and experience in Service Catalog, Knowledge Management, and Service Level Management.
• Knowledge and experience in CMDB, Discovery, and Service Mapping.
• Knowledge and experience in IntegrationHub, MID Server, and REST-based integrations.
• Knowledge and experience in Automated Test Framework (ATF).
• Knowledge and experience in Employee Center, Universal Request, and Universal Task.
• Knowledge and experience in Hardware Asset Management (HAM) and Software Asset Management (SAM).
• Knowledge and experience in Customer Service Management (CSM), Strategic Portfolio Management (SPM), and Integrated Risk Management (IRM).
• Strong focus on quality, compliance, and risk management in testing and support activities.
• Analytical and systematic problem-solving skills with the ability to diagnose, troubleshoot, and resolve complex issues.
• High level of attention to detail with a commitment to accuracy and completeness.
• Effective verbal and written communication skills, with the ability to convey technical information clearly and concisely to diverse stakeholders.
• Strong customer and service-oriented mindset, with a focus on delivering a positive user experience.
• Proven ability to collaborate effectively within cross-functional teams while demonstrating ownership and accountability for outcomes.
• Commitment to adhering to established processes, standards, and best practices, while actively contributing to continuous improvement initiatives.
• Bachelor's degree or equivalent in Information Technology, Computer Science, or a related field.
• Demonstrable specialist-level experience with ServiceNow upgrades, patches, release regression and UAT coordination.
• Prior experience working in Agile, Scrum or Kanban delivery environments and using tools such as Jira or Azure DevOps.
• Prior experience working in a regulated, security-conscious or audit-controlled environment.

Nice to have

• ServiceNow Certified System Administrator certification.
• ServiceNow Automated Test Framework training or micro-certification.
• Relevant ServiceNow Certified Implementation Specialist certification.

Details

• Hybrid working mode with occasional work from office and on-site collaboration as required.
• Flexibility to work across global time zones.