QUALITY ASSURANCE (QA) LEAD L2

Job Description

Role Purpose

The purpose of this role is to ensure compliance and quality of the process within an account.

• Create test scripts to support Service Now ITSM modules including ITOM Discovery to support testing activities across functional (end to end), integration, regression, and UAT cycles.
• Collaborate with Test Lead, business stakeholders and technical teams and ensure test scripts, test scenarios, and acceptance criteria are aligned to approved test plan.
• Ensure full traceability from requirements to test cases and test results.
• Coordinate with business SMEs, developers, architects, and process owners throughout the testing lifecycle.
• Validate ITSM functionality across modules such as Incident, Problem, Change, Request, Knowledge, ITOM and CMDB.
• Oversee defect management including logging, triage, prioritisation, and retesting.
• Facilitate defect review meetings and provide clear status reporting to stakeholders.
• Manage test data preparation and maintain quality and availability of test environments.
• Support UAT planning, execution, issue resolution, and business stakeholder engagement.
• Ensure all testing aligns to ITIL best practice and Service Now platform standards.
• Use and manage test management tools.
• Promote use of the Service Now Automated Test Framework (ATF).
• Produce test documentation including test summaries, metrics, and closure reports.
• Drive continuous improvement across testing processes and quality assurance practices.