ServiceNow QA Lead

Job Description: Role Summary

We are looking for a Service Now QA Lead with ~8–10 years of experience (must have 4–6 years in Service Now) to drive end-to-end testing, own release-level quality, and lead QA activities for Smart Apps. The role involves strong stakeholder engagement, QA governance, and ensuring high-quality, risk-free deliveries.

Key Responsibilities

• Own end-to-end QA for releases – test strategy, planning, execution, and sign-off

• Define and drive QA governance, standards, and best practices across projects

• Lead functional, regression, integration, and UAT testing cycles

• Validate Service Now configurations, customizations, and integrations

• Establish and drive test automation (ATF/Selenium) to improve coverage and efficiency

• Manage defect lifecycle and ensure timely resolution with development teams

• Perform data validation and ensure integrity across Service Now modules

• Provide test metrics, dashboards, and quality insights to leadership

• Handle stakeholder management – work closely with business, product owners, and client teams for sign-offs and expectations

• Drive risk identification and mitigation related to quality and delivery timelines

• Support major releases, upgrades, and production validation Skills & Experience

• Strong experience in Service Now QA / Testing, with leadership exposure

• Deep understanding of Service Now platform and core modules (ITSM, CSM, etc.)

• Hands-on with:

• Test strategy & planning

• Automation tools (ATF preferred, Selenium, etc.)

• Knowledge of Service Now configuration basics (workflows, scripting, integrations)

• Experience in Agile / Scrum delivery models

• Strong analytical, problem**-solving, and communication skills Certifications**

• Mandatory: CSA (Certified System Administrator)

• Good to have: CSM / ITSM / other Service Now certifications

• Knowledge and/or micro-certification in at least one of the following:

• Customer Service Management (CSM) (preferred)

• Playbooks

• Flow Designer

• Now Assist / AI

• Platform Analytics

• Predictive Intelligence

• Service Portal

• Catalog Items

• Automated Test Framework (ATF)

JL9 Expectations

• Acts as QA Lead for a module or project
• Owns quality outcomes and release readiness
• Drives stakeholder communication and sign-offs
• Mentors team members and promotes automation and best practices
• Provides proactive risk and quality insights to leadership

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