ServiceNow QA Lead

Job Description:

Role Summary

We are looking for a ServiceNow QA Lead with ~8–10 years of experience (must have 4–6 years in ServiceNow) to drive end-to-end testing, own release-level quality, and lead QA activities for SmartApps. 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 ServiceNow 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 ServiceNow 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 ServiceNow QA / Testing, with leadership exposure

Deep understanding of ServiceNow platform and core modules (ITSM, CSM, etc.)

Hands-on with:

Test strategy & planning

Automation tools (ATF preferred, Selenium, etc.)

Knowledge of ServiceNow 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 ServiceNow 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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