Position: Senior ServiceNow Customer Service Management (CSM) Software Quality Assurance (SQA) Analyst
Job Description
We are seeking a Senior Service Now Customer Service Management (CSM) Software Quality Assurance (SQA) Analyst to play a key role in validating and verifying Service Now solutions for one of our clients in the Federal Government.
The ideal candidate will have a minimum of 3 years of hands-on experience with the Service Now CSM module, combined with a deep understanding of the Software Testing Life Cycle (STLC). This role will be part of a collaborative and dynamic team involving developers, business analysts, and stakeholders.
You will lead the testing strategy, execution, and support for CSM-related features to ensure alignment with business requirements, quality benchmarks, and performance expectations.
Key Responsibilities
• Review and analyze business requirements and solution design documentation.
• Design, develop, and execute test plans, test cases, and test scripts for the Service Now CSM module.
• Perform functional, regression, integration, sanity, and performance testing
.
• Track and document test results, identify defects, and work with development teams for resolution.
• Utilize key Service Now features such as ACLs, tables, and flows effectively in testing.
• Provide input during sprint planning sessions regarding testing scope and risk.
• Participate in User Acceptance Testing (UAT) and co-develop scripts with business users.
• Generate detailed testing reports and metrics to track quality assurance progress.
• Support business users with training on new functionalities and ensure user readiness.
• Stay up to date with the latest Service Now releases, best practices, and tools.
• Ensure accurate defect/enhancement differentiation and follow escalation protocols as needed.
Required Qualifications
• Minimum 3 years of experience as an SQA Analyst focused on Service Now CSM.
• Strong knowledge of Service Now platform capabilities, particularly within the CSM module.
• Proven experience across all phases of the STLC.
• Demonstrated ability to design and execute comprehensive test plans and test scripts.
• Experience using Agile methodologies and participating in sprint ceremonies.
• Solid understanding of performance testing concepts.
• Familiarity with Service Now core features, including ACLs, tables, and workflows.
• Excellent analytical, problem-solving, and defect-tracking skills.
• Strong interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.
• * Must be eligible to obtain security clearance
Top Skills Required
• Hands-on Service Now experience in SQA planning and execution.
• Strong understanding of CSM workflows and Service Now platform capabilities.
• Effective communication skills, both written and verbal, tailored to diverse audiences.
Other Desired Skills
• Self-directed, detail-oriented, and adaptable in a fast-paced environment.
• Strong collaborative mindset with the ability to work independently.
• Eagerness to continuously learn and stay current with Service Now tools and trends.
Assets (Nice to Have)
• Service Now certification in CSM or QA modules.
• Familiarity with test automation tools applicable to Service Now environments.
• Previous experience supporting enterprise-level Service Now implementations.
