ServiceNow QA - CSM

Job Information

Date Opened

09/19/2025

Industry

IT Services

Job Type

Full time

Remote Job

Job Description

This is a remote position.

Job Summary:

We are seeking a detail-oriented and experienced ServiceNow QA – CSM professional to ensure the quality and performance of Customer Service Management (CSM) solutions on the ServiceNow platform. The QA will be responsible for designing and executing test strategies, identifying defects, and verifying that all business and technical requirements are met. The ideal candidate should have hands-on experience testing ServiceNow CSM functionalities and integrations in an Agile environment.

Key Responsibilities:

• Develop, execute, and maintain test plans, test cases, and test scripts for ServiceNow CSM modules.
• Perform functional, integration, regression, and user acceptance testing (UAT) on CSM-related features such as case management, SLAs, entitlements, AWA, customer portals, and knowledge management.
• Validate ServiceNow configurations, customizations, workflows, and business rules to ensure they meet specified requirements.
• Work closely with business analysts, developers, and stakeholders to understand requirements and translate them into test scenarios.
• Log, track, and manage defects using tools like JIRA or similar ALM tools.
• Use Automated Test Framework (ATF) or other automation tools to streamline regression testing.
• Participate in Agile ceremonies such as sprint planning, reviews, and retrospectives.
• Ensure testing best practices and standards are followed throughout the QA lifecycle.
• Assist with testing of ServiceNow integrations with third-party systems (REST/SOAP APIs, middleware, etc.).
• Document QA results and contribute to continuous improvement of QA processes.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3+ years of QA experience in enterprise applications, with at least 1–2 years focused on ServiceNow CSM.
• Solid understanding of CSM modules including case management, SLAs, entitlements, and portals.
• Experience with writing test cases, test scripts, and managing defect lifecycle.
• Hands-on experience with ServiceNow Automated Test Framework (ATF).
• Familiarity with Agile methodologies and sprint-based delivery.
• Strong communication and collaboration skills.
• Attention to detail and strong analytical/problem-solving abilities.