Senior QA Analyst

This role will lead quality activities across ServiceNow Customer Service Management, integrations, automation, and emerging AI and Voice capabilities. Working closely with Product Owners, Business Analysts, Developers, Architects, business testers, and contact center stakeholders, the Senior QA Analyst will develop and execute quality strategies that reflect both technical requirements and the real-world guest and agent experience.
This is not simply a test execution role. The successful candidate will help shape how quality is built into delivery from discovery through production, identify risks early, strengthen automation, and ensure the team has clear evidence to make informed release decisions.
Key accountabilities
Lead quality planning and execution for ServiceNow capabilities delivered through the Guest & Contact Centre Experience pod.
Develop test strategies, plans, scenarios, cases, and traceability appropriate to the complexity and risk of each initiative.
Perform functional, integration, system, regression, and end-to-end testing across ServiceNow and connected systems.
Validate ServiceNow Customer Service Management workflows, case management capabilities, agent experiences, integrations, and automation.
Develop and maintain automated tests using ServiceNow Automated Test Framework and other appropriate testing tools.
Identify high-value automation opportunities that improve testing efficiency, repeatability, and release confidence.
Test APIs and integrations using tools such as Postman, ReadyAPI, or comparable technologies.
Assess quality requirements during discovery and refinement, ensuring acceptance criteria are testable and reflect intended business outcomes.
Partner with Product Owners, Business Analysts, Developers, and Architects to identify risks, dependencies, edge cases, and non-functional requirements early in delivery.
Coordinate testing activities across platform teams, product teams, vendors, business testers, and other delivery partners.
Support business validation and user acceptance testing by helping stakeholders understand test scope, expected outcomes, and identified risks.
Lead defect identification, documentation, prioritization, triage, retesting, and reporting.
Evaluate and communicate quality results, unresolved risks, and release readiness so stakeholders can make informed decisions.
Support release planning and production validation for guest-facing and contact center capabilities.
Help establish appropriate testing approaches for AI and Voice capabilities, including the quality, consistency, accuracy, and usability of generated or automated interactions.
Monitor production outcomes and use incidents, defects, stakeholder feedback, and operational observations to improve future testing.
Contribute to continuous improvement of quality practices, development processes, automation, documentation, and team standards.
Share knowledge and provide guidance or mentorship to other quality professionals and delivery team members.
Maintain current knowledge of ServiceNow capabilities, quality engineering practices, testing tools, and emerging AI and automation technologies.
Experience and qualifications
Required
Completed post-secondary education in information technology, computer science, software engineering, or related discipline, or equivalent practical experience.
Significant experience in software quality assurance, including experience operating in a senior or lead capacity.
Hands-on experience testing solutions delivered on the ServiceNow platform.
Experience developing and executing test strategies, plans, scenarios, cases, and regression suites.
Experience with ServiceNow Automated Test Framework.
Experience testing integrations and APIs.
Experience with functional, integration, system, regression, and end-to-end testing.
Experience managing defects through identification, prioritization, triage, resolution, and retesting.
Experience assessing quality needs, estimating effort, identifying delivery risks, and reporting testing outcomes.
Experience working within Agile product or software development teams.
Strong understanding of quality assurance practices and how to apply different testing approaches based on risk and delivery context.
Ability to translate business requirements and user outcomes into meaningful test coverage.
Strong analytical and problem-solving skills, with the ability to investigate complex issues across multiple systems.
Strong written and verbal communication skills, including the ability to explain quality risks and technical findings to both technical and non-technical stakeholders.
Demonstrated ability to collaborate effectively with Product Owners, Business Analysts, Developers, Architects, business stakeholders, and external delivery partners.
Ability to balance delivery timelines with quality, reliability, and guest-impact considerations.
Preferred
Experience with ServiceNow Customer Service Management.
Experience testing contact center, case management, customer service, or other guest-facing capabilities.
Experience with automated UI and API testing tools such as Selenium, Appium, ReadyAPI, or Postman.
Experience testing complex integrations between ServiceNow and enterprise systems.
Experience supporting production releases and post-release validation.
Experience testing AI-enabled products, conversational experiences, intelligent automation, or Voice capabilities.
Familiarity with approaches for evaluating AI output quality, accuracy, consistency, and usability.
ServiceNow certifications or relevant quality assurance certifications.
What will make you successful in this role:
A strong quality mindset that goes beyond confirming whether requirements were technically met.
The judgment to focus testing effort on the areas of greatest business, operational, and guest risk.
Curiosity about how emerging AI and Voice capabilities should be tested and monitored.
Confidence raising quality concerns constructively, even when delivery timelines are under pressure.
The ability to work through ambiguity and establish a practical testing approach for new or evolving capabilities.
A commitment to understanding how agents and guests will actually experience the solutions being delivered.
A collaborative approach that helps the full pod take ownership of quality rather than treating QA as the final gate before release.