ServiceNow Senior IT QA Analyst

Senior IT QA Analyst Job Summary We are seeking a Sr IT QA Analyst to support quality assurance activities for enterprise technology initiatives, with a strong focus on the Service. Now platform. In this individual contributor role, you will develop and execute test plans, validate requirements and user stories, document defects, support UAT, and contribute to reliable delivery across projects, releases, enhancements, and platform upgrades.

You will partner closely with business stakeholders, process analysts, developers, and delivery teams to ensure solutions meet business requirements, user expectations, and quality standards before deployment. This position is ideal for a detail-oriented QA professional who can translate business needs into testable outcomes, communicate risks clearly, and help improve testing practices through strong execution and collaboration.

Key Responsibilities

Test Strategy & Planning Contribute to QA planning for Service. Now projects, releases, and enhancements in collaboration with the Lead Business Process Analyst and delivery team. Develop test plans, test cases, and test scripts aligned to business requirements, user stories, and acceptance criteria. Apply established QA standards, templates, and best practices for the Service.

Now platform. Test Execution & Defect Management Execute functional, regression, integration, and user acceptance testing support for Service. Now modules (e.g., ITSM, ITOM, HRSD, CSM, SPM). Identify, document, and track defects through the full lifecycle using Service. Now or designated defect-tracking tools. Support defect prioritization and resolution by providing clear analysis, reproducible steps, and timely updates to development and configuration teams.

Execute performance, load, and smoke testing as required. Service. Now Platform QA Validate workflows, business rules, UI policies, notifications, and integrations configured in Service. Now. Ensure data integrity and accuracy across Service. Now tables and integrations with upstream/downstream systems. Review and test configuration changes, updates, and platform upgrades including Service.

Now version upgrades and patches. Collaboration & Stakeholder Engagement Collaborate with the Lead Business Process Analyst to translate process requirements into testable acceptance criteria. Participate in UAT sessions with business stakeholders and provide testing support to business users as needed. Communicate QA status, risks, and defect trends to project teams in a clear and timely manner.

Continuous Improvement Support the use of automated testing tools and frameworks within the Service. Now environment. Identify opportunities to improve testing efficiency, coverage, and cycle time. Maintain QA documentation and contribute to a shared knowledge base. Subject Matter Expertise Serve as a QA subject matter contributor for Service.

Now-related initiatives by sharing testing knowledge, risks, and recommendations with the project team. Contribute to team knowledge-sharing by documenting lessons learned, reusable test scenarios, and platform-specific QA considerations. Required Qualifications Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent work experience).

8+ years of QA/testing experience in enterprise IT environments. 5+ years of hands-on experience testing on the Service. Now platform. Strong understanding of Service. Now modules (ITSM required; HRSD, CSM, or ITOM a plus). 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. Proficiency in writing test plans, test cases, and defect reports. Experience with Agile/Scrum delivery methodologies. Excellent analytical, problem-solving, and communication skills.

Preferred Qualifications

Service. Now Certified System Administrator (CSA) or equivalent Service. Now certification. ISTQB or similar QA certification. Experience with automated testing tools (e.g., ATF

• Automated Test Framework within Service. Now). Familiarity with integration testing (REST/SOAP APIs, MID Server). Experience supporting large-scale Service. Now implementations or platform upgrades. Competencies 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 Working Conditions Hybrid or remote-eligible per department guidelines. Occasional off-hours testing may be required during major releases or platform upgrades.