Senior ServiceNow CSM SQA Analyst Service

Overview

The Senior Service Now CSM SQA Analyst Service Provider will require advance knowledge in the Service Now Customer Service Management Module; you will play a crucial role in validating and verifying the functionality of our Service Now solutions. You will collaborate with developers, business analysts, and stakeholders to ensure that the implemented solutions meet the business requirements and quality standards.

The service provider will have a good understanding of business and system requirements and will participate in all phases of the Software Testing Life Cycle (STLC). The service provider will be responsible for designing and executing test cases to verify the software works according to the customer requirement(s), analyzing test results and reporting issues to the development team to fix.

The service provider will be engaged in different types of testing as may be necessary including but not limited to sanity and/or functional and/or regression and/or integration.

The service provider will possess knowledge of IT testing tools, reporting and processes.

The service provider must be able to adapt their communication style and delivery method to liaise with business users, business analysts and technical resources in, amongst other areas, error diagnoses and problem resolution.

• Review and analyze Business Requirements and Solution Design documents
• Develop and execute test plans, test cases, and test scripts for Service Now and analyze results.
• Perform functional, regression, and integration testing to ensure the quality of the Service Now solutions.
• Identify, document, and track defects and issues.
• Understand and utilize Service Now global features such as Access Control Lists (ACLs), tables, and flows.
• Identify and differentiate between enhancements and defects to ensure accurate reporting and resolution.
• Participate in sprint planning and review sessions to provide insights on testing requirements and potential challenges.
• Collaborate with the development team to ensure test coverage for new features and enhancements.
• Conduct performance testing to ensure the system meets performance benchmarks.
• Provide training and support to business users on new functionalities and features.
• Collaborate with developers and business analysts to understand requirements and provide feedback on testability.
• Co‑develop and execute user acceptance testing (UAT) with business users.
• Validate that the implemented solutions meet business requirements and quality standards.
• Provide detailed reports on testing activities and results.
• Stay updated with the latest Service Now features and best practices.
• Follow escalation process to resolve issues in a timely manner.

• Minimum 3 years experience as a Software Quality Assurance (SQA) Analyst provider for Service Now Customer Service Management Module
• Experience/knowledge of all phases of the Software Testing Life Cycle (STLC)
• Proven experience as a Tester with expertise in the Service Now Customer Service Management Module
• Strong understanding of Service Now platform capabilities and functionalities
• In‑depth knowledge of Service Now platform capabilities, including ACLs, tables, and flows
• Familiarity with Agile methodologies and participation in sprint planning and review sessions
• Strong understanding of performance testing and its importance in ensuring system reliability
• Ability to provide training and support to end‑users on Service Now functionalities
• Experience in developing and executing test plans, test cases, and test scripts
• Excellent analytical and problem‑solving skills
• Ability to identify, document, and track defects and issues
• Strong communication and collaboration skills

• Hands‑on Service Now experience in developing and executing test plans, test cases, and test scripts
• Strong understanding of Service Now platform capabilities and functionalities
• Strong communication skills – both written and oral, with an ability to adapt the communication style to the different audiences (e.g., business, technical)

• Able to work well independently and collaboratively
• Self‑learner
• Detail‑oriented mindset
• Flexible and adaptive to change

• Service Now certification is a plus