Senior QA ServiceNow Administrator

** Overview*
* GovCIO is seeking a detail-oriented and experienced
** Senior QA*
* ** Service Now Administrator
** to manage and optimize our Service Now platform while ensuring high-quality system performance through structured Quality Assurance (QA) practices. This role will be responsible for the configuration, maintenance, and improvement of the Service Now platform as well as the development and execution of QA strategies to validate system updates, workflows, and integrations. This position will be located in Washington, DC and is a hybrid remote position.

** Responsibilities*
* ** Service Now Administration:*
* + Administer, configure, and maintain the Service Now platform, including core modules (e.g., Incident, Problem, Change, Asset, CMDB, Request, and Knowledge).

+ Develop and implement custom applications and workflows using Service Now Studio and Flow Designer.

+ Manage user roles, access controls, and permissions to ensure appropriate data security.

+ Collaborate with stakeholders to gather requirements and deliver solutions aligned with business objectives.

+ Monitor platform health, performance, and compliance with ITIL best practices.

+ Conduct regular platform audits and implement updates, patches, and upgrades.

+ Integrate Service Now with third-party tools and APIs as needed.

** Quality Assurance (QA):*
* + Develop and maintain test cases, scripts, and scenarios for validating Service Now functionality.

+ Perform regression testing for new releases, enhancements, and patches.

+ Conduct functional and end-to-end testing of workflows, forms, business rules, and integrations.

+ Identify and document bugs or issues and coordinate with developers for resolution.

+ Ensure changes follow the established change control processes and meet QA standards.

+ Participate in user acceptance testing (UAT) with stakeholders and end-users.

+ Maintain QA documentation, including test plans, execution results, and defect logs.

** Qualifications*
* Bachelor's with 8+ years (or commensurate experience)

** Required Skills and Experience*
* + 6+ years of experience in Service Now administration.

+

Experience with Service Now development, scripting (JavaScript, Glide), and flow designer.

+ Understanding of ITIL practices and frameworks; ITIL Foundation certification preferred.

+

Experience with QA processes, methodologies, and tools (e.g., test case management, defect tracking).

+ Strong analytical and problem-solving skills.

+ Excellent communication and documentation skills.

** Clearance Required** : US citizenship is required to acquire a Top Secret Clearance.

** Preferred Skills and Experience*
* + Service Now certifications (e.g., CSA, CAD) are a plus.

+

Experience with Agile/Scrum environments.

+ Familiarity with automated testing tools for Service Now (e.g., ATF).

+ Knowledge of database structures and reporting (e.g., Performance Analytics).

+ Background in technical writing or process documentation.

** Company Overview*
* GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

** What You Can Expect*
* ** Interview & Hiring Process*
* If you are selected to move forward through the process, here's what you canexpect:

+ During the Interview Process

+ Virtual video interview conducted via video with the hiring manager and/or team

+ Camera must be on

+ A valid photo  be presented during each interview

+ During the Hiring Process

+ Enhanced Biometrics  screening

+ Background check, to include:

+ Criminal history (past 7 years)

+ Verification of your highest level of education

+ Verification of your employment history (past 7 years), based on information provided in your application

** Employee Perks*
* At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

+ Employee Assistance Program (EAP)

+ Corporate Discounts

+ Learning & Development platform, to include certification preparation content

+ Training, Education and Certification Assistance
* + Referral Bonus Program

+ Internal Mobility Program

+ Pet Insurance

+ Flexible Work Environment

* Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes…