ServiceNow QA Engineer

• Analyze business requirements, functional specifications, user stories, and acceptance criteria for ServiceNow implementations and enhancements.
• Create test strategies and detailed test plans based on project scope, business requirements, risks, and release timelines.
• Design and maintain test scenarios, test cases, test data, and traceability matrices.
• Perform functional testing of ServiceNow ITSM modules, particularly Incident Management and Service Request Management.
• Validate incident lifecycle workflows, priority and assignment rules, SLA configurations, notifications, escalations, and resolution processes.
• Test service catalog items, request submission, approvals, fulfillment workflows, task assignments, and request closure.
• Execute integration, end-to-end, smoke, and regression testing for ServiceNow changes and releases.
• Validate role-based access, form behavior, mandatory fields, business rules, UI policies, and workflow behavior.
• Identify, document, track, and retest defects using defect management tools.
• Collaborate with development teams to investigate issues, clarify requirements, and ensure timely defect resolution.
• Prepare test execution reports, defect summaries, test completion reports, and release quality assessments.
• Support User Acceptance Testing (UAT), release validation, and post-deployment smoke testing.
• Identify opportunities to improve test coverage, test efficiency, and overall QA processes.

Required Skills And Qualifications

• 3–5 years of experience in software quality assurance and functional testing.
• Hands-on experience testing ServiceNow applications, preferably ServiceNow ITSM.
• Strong functional knowledge of Incident Management and Service Request Management.
• Experience creating test strategies, test plans, test scenarios, and detailed test cases.
• Strong understanding of the Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC).
• Experience in defect reporting, tracking, root-cause discussions, and retesting.
• Ability to interpret business requirements and translate them into comprehensive test coverage.
• Good analytical, troubleshooting, communication, and documentation skills.
• Experience working in Agile/Scrum environments.

Basic understanding of REST APIs and integration testing.

Preferred Skills

• Exposure to ServiceNow Automated Test Framework (ATF) or other test automation tools.
• Experience using Azure DevOps, Jira, or similar test and defect management tools.
• ServiceNow Certified System Administrator (CSA) certification or relevant ServiceNow training.