Manager, Software Quality Assurance / Testing: ServiceNow

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Skills you'll use

What you'll do

• Define, own, and continuously improve the QA framework, testing standards, and governance processes for all ServiceNow development across the practice.
• Act as the quality gateway for all development — Practice, ATS, and automations — ensuring no release progresses to production without meeting defined quality criteria.
• Build, maintain, and evolve the automated testing framework for the ServiceNow platform, reducing regression test time and increasing release confidence.
• Own and manage the regression test suite, ensuring it remains accurate, up to date, and appropriately scaled as the platform evolves.
• Define and maintain test case standards, test scripts, and test data management across all product domains.
• Lead testing governance for platform upgrades, coordinating A/B testing and regression testing to validate that upgrades do not introduce defects or regression.
• Coordinate and facilitate UAT activities in partnership with Business Analysts and business stakeholders, ensuring clear sign-off criteria are in place and met.
• Produce testing quality metrics and governance reporting for the Practice Lead and relevant governance forums.
• Identify and escalate quality risks, defects, and test failures, working with developers and delivery managers to ensure timely resolution.
• Where the team is small, actively execute testing alongside governance — including functional, regression, integration, and exploratory testing.

Who can apply

• Proven experience in a QA Manager or senior QA role within a ServiceNow or enterprise platform delivery environment.
• Hands-on experience with ServiceNow test automation tooling — ATF (Automated Test Framework) is essential.
• Strong understanding of testing methodologies including functional, regression, integration, UAT, and exploratory testing.
• Experience building and maintaining automated test suites and regression test repositories.
• Ability to define and implement quality governance frameworks across multiple development teams and streams.
• Experience coordinating UAT with business stakeholders — including defining acceptance criteria, managing test cycles, and facilitating sign-off.
• Strong communication skills — able to report quality status clearly to both technical and non-technical audiences.
• Experience with platform upgrade testing in ServiceNow, including A/B and regression test coordination.
• Familiarity with ISTQB or equivalent testing certification frameworks.
• Experience with broader test automation tools (e.g. Selenium, Tosca, or similar) in addition to ServiceNow ATF.

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