Manager, Software Quality Assurance / Testing: ServiceNow

NTT Ltd.; Bengaluru; Hybrid; INR 1,500,000 - 2,500,000; Full time

Job summary

NTT DATA is seeking a ServiceNow QA Manager to define, embed, and govern the QA framework across all ServiceNow development within the Practice, ATS, and automations teams. This player-manager will hands-on test while building the function, tooling, and governance for automated testing and regression suites.

The role requires leadership in QA governance, strong testing methodology knowledge, and excellent communication to coordinate with business stakeholders and developers.

Qualifications

• Proven QA Manager or senior QA role in ServiceNow or enterprise delivery.
• Hands-on ServiceNow ATF automation testing.
• Strong testing methodologies: functional, regression, integration, UAT, exploratory.
• Experience building automated test suites and governance.
• Experience coordinating UAT with business stakeholders.
• Excellent communication to report quality status.

Responsibilities

• Define, own, and improve the QA framework and governance for ServiceNow development.
• Act as the quality gateway for Practice, ATS, and automations; prevent defective releases.
• Build and evolve automated testing framework to reduce regression time.
• Own regression test suite; keep it up to date with platform changes.
• Define test case standards, scripts, and data management.
• Govern platform upgrade testing and coordinate A/B/regression tests.
• Coordinate and facilitate UAT with business stakeholders and sign-off.
• Produce testing metrics and governance reports for leadership.
• Identify risks and defects; drive timely resolution with teams.
• Hands-on testing when the team is small; cover functional/regression/integration.

Skills

QA Manager

ServiceNow

ATF

Test automation

UAT coordination

Quality governance

Regression testing

Communication

Tools

ATF

Selenium

Tosca

CI/CD

Job description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Role Overview

The ServiceNow QA Manager is responsible for defining, embedding, and governing the quality assurance framework across all ServiceNow development delivered within NTT DATA — whether that originates from the ServiceNow Practice, the Business Application Services (ATS) development team, or the automations function. This role acts as the quality gateway across all development streams, ensuring that nothing reaches production without meeting the defined quality and testing standards.

As a player-manager role in the early stages of the QA function, the QA Manager will be hands-on in testing activities while also building out the function’s capability, tooling, and governance. They will establish and own the automated testing framework, maintain the regression test suite, and lead testing governance for all major releases including platform upgrades.

Key Responsibilities

• 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 escalating 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.
• Build and manage the QA Engineer function as the team scales, setting standards, providing mentorship, and reviewing testing output.

Essential Experience & Skills

• 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.

Desirable

• 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.
• Exposure to CI/CD pipelines and automated deployment testing in a ServiceNow context.
• ServiceNow Certified System Administrator (CSA) or product certification.

Behaviours & Competencies

• Quality-driven — sets and upholds high standards, with zero tolerance for releasing untested or poorly tested code.
• Collaborative — works effectively with developers, BAs, Product Owners, and business stakeholders across all teams.
• Influential — able to enforce testing governance across teams that do not report directly to them.
• Pragmatic — balances thorough testing with delivery pace, finding the right level of coverage for each context.
• Growth mindset — actively builds the QA function’s capability, tooling, and maturity over time

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.