ServiceNow QA Lead

Job Description:

Role Summary

We are looking for aServiceNow 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

• Ownend-to-end QA for releases – test strategy, planning, execution, and sign-off
• Define and driveQA governance, standards, and best practices across projects
• Leadfunctional, regression, integration, and UAT testing cycles
• ValidateServiceNow configurations, customizations, and integrations
• Establish and drivetest automation (ATF/Selenium) to improve coverage and efficiency 
• Managedefect lifecycle and ensure timely resolution with development teams
• Performdata validation and ensure integrity across ServiceNow modules
• Providetest metrics, dashboards, and quality insights to leadership
• Handlestakeholder management – work closely with business, product owners, and client teams for sign-offs and expectations
• Driverisk identification and mitigation related to quality and delivery timelines
• Supportmajor 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 asQA Lead for a module or project
• Ownsquality outcomes and release readiness
• Drivesstakeholder communication and sign-offs
• Mentors team members and promotesautomation and best practices
• Providesproactive risk and quality insights to leadership

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