ServiceNow Defect Manager

Job Title: ServiceNow Defect Manager

Location: Hybrid (1–2 days/month from any location) (Bangalore, Hyderabad, Gurugram, Noida, Chennai, Pune)

Experience Required: 5+ Years | Full-Time

Work Timings: 11:00 AM – 8:30 PM

Position Overview:

We are seeking an experienced ServiceNow Defect Manager to oversee the complete defect management lifecycle. The ideal candidate will be responsible for facilitating defect triage meetings, tracking and prioritizing defects, and maintaining accurate dashboards and reports. This role demands strong analytical, coordination, and communication skills, along with hands-on experience in ServiceNow defect management processes.

Key Responsibilities:

• Facilitate defect triage calls, ensuring coordination among QA, Development, and Business teams.
• Track, manage, and prioritize defects across sprints/releases using ServiceNow or similar tools (JIRA, ALM, etc.).
• Create and maintain defect dashboards and reports for stakeholder visibility.
• Collaborate with cross-functional teams to ensure timely defect resolution and closure.
• Analyze recurring issues to identify root causes and recommend preventive actions.
• Provide regular defect status updates and key metrics to leadership and project stakeholders.
• Ensure compliance with QA governance, standards, and best practices in defect management.
• Support UAT and production defect management activities when required.

Required Qualifications & Skills:

• Experience: Minimum 5 years in QA, defect management, or ServiceNow-related projects.
• Certification: ServiceNow Certification (Mandatory).
• Technical Skills:
• Strong experience with defect management and reporting using ServiceNow, JIRA, or ALM.
• Solid understanding of SDLC, STLC, and Agile/Scrum frameworks.
• Soft Skills:
• Excellent communication and stakeholder management abilities.
• Strong organizational, coordination, and analytical skills.
• High attention to detail and ability to manage multiple priorities effectively.

Preferred Qualifications:

• Experience in ServiceNow QA or implementation projects.
• Familiarity with ITSM, ITOM, or HRSD modules within ServiceNow.
• Exposure to test automation or test management tools.