About the role
This role will lead quality activities across ServiceNow Customer Service Management, integrations, automation, and emerging AI and Voice capabilities. Working closely with Product Owners, Business Analysts, Developers, Architects, business testers, and contact center stakeholders, the Senior QA Analyst will develop and execute quality strategies that reflect both technical requirements and the real-world guest and agent experience.
This is not simply a test execution role. The successful candidate will help shape how quality is built into delivery from discovery through production, identify risks early, strengthen automation, and ensure the team has clear evidence to make informed release decisions.
Key accountabilities
Lead quality planning and execution for ServiceNow capabilities delivered through the Guest & Contact Centre Experience pod.
Develop test strategies, plans, scenarios, cases, and traceability appropriate to the complexity and risk of each initiative.
Perform functional, integration, system, regression, and end-to-end testing across ServiceNow and connected systems.
Validate ServiceNow Customer Service Management workflows, case management capabilities, agent experiences, integrations, and automation.
Develop and maintain automated tests using ServiceNow Automated Test Framework and other appropriate testing tools.
Identify high-value automation opportunities that improve testing efficiency, repeatability, and release confidence.
Test APIs and integrations using tools such as Postman, ReadyAPI, or comparable technologies.
Assess quality requirements during discovery and refinement, ensuring acceptance criteria are testable and reflect intended business outcomes.
Partner with Product Owners, Business Analysts, Developers, and Architects to identify risks, dependencies, edge cases, and non-functional requirements early in delivery.
Coordinate testing activities across platform teams, product teams, vendors, business testers, and other delivery partners.
Support business validation and user acceptance testing by helping stakeholders understand test scope, expected outcomes, and identified risks.
Lead defect identification, documentation, prioritizat…
