Senior QA ServiceNow Administrator #6172

Overview

GovCIO is seeking a detail-oriented and experienced Senior QA ServiceNow Administrator to manage and optimize our ServiceNow 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 ServiceNow platform as well as the development and execution of QA strategies to validate system updates, workflows, and integrations. As a hybrid remote position located in Washington, this role will collaborate with stakeholders to deliver solutions aligned with business objectives.

Responsibilities

ServiceNow Administration:

• Administer, configure, and maintain the ServiceNow platform, including core modules (e.g., Incident, Problem, Change, Asset, CMDB, Request, and Knowledge).
• Develop and implement custom applications and workflows using ServiceNow Studio and Flow Designer.
• Manage user roles, access controls, and permissions to ensure appropriate data security.
• Monitor platform health, performance, and compliance with ITIL best practices.
• Conduct regular platform audits and implement updates, patches, and upgrades.
• Integrate ServiceNow with third-party tools and APIs as needed.

Quality Assurance (QA):

• Develop and maintain test cases, scripts, and scenarios for validating ServiceNow 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

This role requires a Bachelor's degree with 8+ years of experience, or commensurate experience.

Required Skills and Experience

• 6+ years of experience in ServiceNow administration.
• Experience with ServiceNow 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.

Preferred Skills and Experience

• ServiceNow certifications (e.g., CSA, CAD) are a plus.
• Experience with Agile/Scrum environments.
• Familiarity with automated testing tools for ServiceNow (e.g., ATF).
• Knowledge of database structures and reporting (e.g., Performance Analytics).
• Background in technical writing or process documentation.