ServiceNow Lead IT QA Analyst

Lead IT QA Analyst

Job Summary

We are seeking a Lead IT QA Analyst to lead quality assurance efforts for enterprise technology initiatives, with a strong focus on the ServiceNow platform. In this role, you will own QA planning and execution across projects, releases, enhancements, platform upgrades, and test automation enablement to ensure solutions meet business requirements, user expectations, and quality standards before deployment. You will partner closely with business stakeholders, process analysts, developers, and delivery teams to develop test strategies, coordinate testing activities, automate repeatable test scenarios, manage defects, support UAT, and drive continuous improvement in testing practices. This position is ideal for a detail-oriented QA leader who can translate business needs into testable outcomes, communicate risks clearly, and help deliver reliable, scalable technology solutions.

• Define and own the end-to-end QA strategy for ServiceNow projects, releases, and enhancements in collaboration with the Lead Business Process Analyst.
• Develop test plans, test cases, and test scripts aligned to business requirements, user stories, and acceptance criteria.
• Establish and maintain QA standards, templates, and best practices for the ServiceNow platform.
• Define the automation approach for repeatable regression, smoke, and high-risk business process test scenarios, including prioritization criteria and expected coverage.

• Lead functional, regression, integration, and user acceptance testing (UAT) 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.
• Prioritize and manage defect resolution in partnership with development and configuration teams.
• Execute performance, load, and smoke testing as required.
• Build, execute, and maintain automated test scripts for critical workflows to reduce manual testing effort and improve release confidence.

• 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.

• Partner with the Lead Business Process Analyst to translate process requirements into testable acceptance criteria.
• Facilitate UAT sessions with business stakeholders; provide coaching and support to business testers.
• Communicate QA status, risks, and defect metrics to project teams and leadership in a clear and timely manner.

• Drive adoption of automated testing tools and frameworks within the ServiceNow environment.
• Actively expand automated test coverage across ServiceNow workflows, integrations, and regression suites using approved automation tools and frameworks.
• Identify opportunities to improve testing efficiency, coverage, and cycle time.
• Maintain QA documentation and contribute to a shared knowledge base.

• Provide guidance and mentorship to junior QA analysts and business testers.
• Serve as a QA subject matter expert for ServiceNow-related initiatives.

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent work experience).
• 10+ 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; HRSD, CSM, or ITOM a plus).
• Proficiency in writing test plans, test cases, and defect reports.
• Experience with Agile/Scrum delivery methodologies.
• 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.
• Excellent analytical, problem-solving, and communication skills.

• 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).
• Experience using performance testing or monitoring tools to analyze system behavior, identify bottlenecks, and validate readiness for production release.
• Familiarity with integration testing (REST/SOAP APIs, MID Server).
• Experience supporting large-scale ServiceNow implementations or platform upgrades.

• Attention to Detail
• Collaboration and Stakeholder Communication
• Accountability and Initiative
• Critical Thinking and Root-Cause Analysis
• Adaptability and ability to manage competing priorities
• Continuous Improvement Mindset

• Hybrid or remote-eligible per department guidelines.
• Occasional off-hours testing may be required during major releases or platform upgrades.