We are seeking a Sr. Quality Assurance Analyst – ServiceNow (Grade B) to lead the development and execution of structured QA processes supporting ServiceNow initiatives. This role requires hands-on expertise with ServiceNow ATF, PowerAutomate, JavaScript-based testing, and a deep understanding of CSM workflows. You will be responsible for driving quality control, governance, and continuous improvement across agile project and sustainment efforts.

Key Responsibilities:

• Develop, maintain, and execute software quality assurance test plans, scenarios, cases, and scripts from design through test phase.
• Ensure QA artifacts are applicable, traceable, reusable, and well-documented for ongoing use.
• Participate in product planning, requirement reviews, and design validation for accuracy and testability.
• Execute manual and automated test scripts, log detailed defects, and reproduce issues for failed cases.
• Perform and oversee planning, scripting, and execution of operational and compatibility testing using current QA standards.
• Implement and maintain QA practices, procedures, and documentation across project and sustainment teams.
• Contribute to continuous improvement of QA methodologies, tools, and governance.
• Support the design and implementation of new and existing testing tools in collaboration with QA leadership.
• Mentor QA analysts and contribute to shared knowledge around testing best practices.
• Communicate testing results, risks, and recommendations to project stakeholders and leadership teams.

Technical Profile:

• Hands-on experience with ServiceNow ATF and JavaScript-based testing
• Experience with Microsoft PowerAutomate
• Familiarity with CSM workflows and contact center operations
• Skilled in Agile/Scrum practices and Jira for test management

Functional Profile:

• Effective collaborator across QA, product, and business teams
• Experience in QA planning, governance, and reporting
• Skilled in process improvement and best practice implementation
• Strong documentation, communication, and problem-solving abilities
• Ability to assess QA impact across systems and recommend optimizations

Skills Summary:

Core Expertise:

ServiceNow Quality Assurance, Automated Testing Framework (ATF), Contact Center QA, Agile QA Processes, CSM Workflow Testing

Languages & Frameworks:

JavaScript, ServiceNow Scripting

Build & Testing Tools:

ServiceNow ATF, Microsoft PowerAutomate, Jira

Other Tools & Technologies:

ServiceNow Platform, Test Management Tools, Defect Tracking Tools

Soft Skills:

Analytical thinking, collaboration, test governance, quality leadership, communication, mentorship