ServiceNow Business Analyst & Quality Engineer

Accountabilities:

• Elicit, analyze, document, and validate business needs, process flows, data requirements, user stories, and acceptance criteria for ServiceNow enhancements, integrations, operational improvements, and data changes.

• Maintain themes, epics, features, stories, dependencies, backlogs, sprint and release artifacts, and planning information within ServiceNow SPM/Agile capabilities or the approved work-management framework.

• Support prioritization by evaluating business value, time criticality, risk reduction, dependencies, and effort or capacity, while making tradeoffs visible for appropriate stakeholder decisions.

• Facilitate requirements clarification among product owners, users, administrators, developers, implementation specialists, architects, testers, and external teams to ensure work is delivery-ready and testable.

• Own the platform-level test strategy, regression baseline, quality standards, and release evidence used by the platform team.

• Design, build, maintain, and execute ServiceNow ATF suites covering critical forms, lists, ACLs, workflows and flows, notifications, catalog functions, integrations, and reusable platform capabilities.

• Develop and execute functional, integration, regression, exploratory, performance, and release-validation test scenarios based on the risk and complexity of each change.

• Coordinate User Acceptance Testing (UAT) with product owners and stakeholders, ensuring acceptance criteria, expected outcomes, defects, and approvals remain traceable throughout the release lifecycle.

• Analyze defects, determine severity and reproducibility, distinguish pre-release findings from production issues, coordinate remediation and retesting, and identify recurring escaped-defect patterns.

• Prepare comprehensive release evidence, including test plans, test cases, automated scripts, execution results, defect status, exceptions, and readiness recommendations to support governance and go/no-go decisions.

• Validate upgrade and patch readiness through regression testing, pre- and post-change comparisons, and targeted validation of platform integrations and critical shared capabilities.

• Perform post-production validation and rollback verification, ensuring changes are only considered successful once agreed technical and user outcomes have been demonstrated.

• Track automation coverage, regression effectiveness, escaped defects, test-cycle times, and recurring failures, recommending improvements that increase confidence while reducing manual testing effort.

• Maintain reusable testing guidance and coach implementation and product teams on approved ServiceNow testing practices without assuming ownership of application-specific testing.

Requirements:

• 3+ years of experience in business analysis, software quality engineering, test automation, or a combination of these disciplines, including enterprise web or application testing.

• 2+ years of hands-on ServiceNow testing experience, including ServiceNow Automated Test Framework (ATF), regression testing, and validation of platform configurations and integrations.

• Proven experience developing risk-based test plans, test cases, traceability approaches, defect workflows, release evidence, and post-production validation processes.

• Experience testing REST/SOAP or IntegrationHub integrations, workflows and flows, security and ACL behavior, catalog capabilities, and cross-system transactions.

• Working knowledge of ServiceNow release and change-management processes, with the ability to independently evaluate release readiness rather than relying solely on the engineer who developed the change.

• Strong analytical and problem-solving skills, with the ability to translate business requirements into clear, measurable acceptance criteria and test scenarios.

• Strong communication and collaboration skills, particularly when working across product, engineering, architecture, testing, operations, and stakeholder teams.

• Strong organizational and documentation skills, with the ability to manage multiple requirements, testing activities, defects, and release deliverables.

• ServiceNow CSA certification and ATF-related training or micro-certifications are strongly preferred.

• Additional software testing certification, such as ISTQB, is a plus.

• U.S. citizenship and the ability to satisfy High Risk IT background-investigation and sensitive-information requirements are required.

• Federal consulting or financial-regulatory experience is preferred.

• Experience with ServiceNow family-upgrade testing, Performance Analytics, performance testing, and CI/CD-triggered automated tests is advantageous.

• Experience building reusable enterprise regression suites and test-evidence dashboards is a plus.

Benefits:

• Salary: $90,000–$105,000 annual salary range, with actual compensation determined by factors including skills, experience, training, location, and benefits.

• Remote work: Fully remote opportunity within the United States.

• Healthcare: Comprehensive medical, dental, and vision insurance beginning the first month after joining.

• Retirement: 401(k) plan with immediately vested employer contributions; no employee matching required.

• Paid time off: Generous PTO policy plus one additional paid wellness day per calendar year.

• Holidays: 10 federal holidays observed annually.

• Pet insurance: Coverage available to support the health and well-being of pets.

• Professional development: Tuition reimbursement, internal training programs, and company-sponsored industry certifications.

• Collaborative environment: Opportunities to work with multidisciplinary teams on enterprise technology and digital transformation initiatives.

• Employee engagement: Team-building activities, community volunteering, wellness events, quarterly headquarters days, family events, and other company-sponsored activities.