Specialist - ServiceNow Quality Assurance Testing & Application support

Global Data Centers Americas, Inc.; Mumbai; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Global Data Centers Americas, Inc. is seeking a ServiceNow QA Testing & Application Support Specialist to ensure designs and software meet company standards across the ServiceNow platform.

You will validate enhancements, defect fixes, integrations, upgrades and configuration changes before production deployment, support UAT, and collaborate with L1/L2 admins and engineers to resolve complex incidents and ensure quality releases.

Qualifications

• Experience with ITSM processes (Incident, Problem, Change, Request).
• Exposure to ServiceNow upgrades, patches, release regression and UAT coordination.
• Experience with Agile, Scrum or Kanban delivery environments using Jira or Azure DevOps.
• Familiarity with audit-controlled environments and security-conscious settings.

Responsibilities

• Review requirements and acceptance criteria and translate to test scenarios.
• Execute functional, integration, regression, and end-to-end testing.
• Validate ServiceNow workflows, approvals, SLAs, and access controls.
• Document defects with steps, evidence, severity, and outcomes; retest.
• Investigate incidents escalated by L1/L2 support and reproduce in non-prod env.
• Coordinate UAT readiness and sign-off evidence.
• Perform smoke and regression testing for releases and deployments.
• Create and maintain ATF tests for enterprise-scale scenarios.
• Maintain test plans, defect records, and quality status reporting.
• Identify recurring issues and opportunities to improve coverage and automation.

Skills

Quality assurance

ServiceNow

ITSM

UAT coordination

Test automation ATF

Education

Bachelor's degree in IT/CS

ServiceNow Certified System Administrator

ServiceNow Automated Test Framework training

ServiceNow Certified Implementation Specialist

Tools

Jira

Azure DevOps

ServiceNow

IntegrationHub

MID Server

REST integrations

Job description

Your role at a glance

The ServiceNow Quality Assurance Testing & Application support Specialist is a subject matter expert, responsible for supporting with every phase of the development process to ensure that the design and software adhere to company standards. The role combines functional testing and quality assurance with day-to-day application support across the ServiceNow platform.

The role involves validation of enhancements, defect fixes, integrations, upgrades and configuration changes before production deployment, investigating functional incidents, supporting user acceptance testing and working closely with product & process owners, L1 & L2 level ServiceNow administrators and engineers.

Key Responsibilities:

• Review complex and functional requirements, user stories and acceptance criteria, and translate them into clear test scenarios and reusable test cases.
• Execute comprehensive functional, integration, regression, negative, access-control, end-to-end and release validation testing.
• Validate ServiceNow workflows, approvals, SLAs, notifications, assignment rules, catalogue items, reports, dashboards, roles and user access.
• Document defects with reproducible steps, evidence, severity, business impact, expected results and actual results; retest fixes and confirm closure.
• Investigate complex incidents and functional issues escalated by L1 & L2 support, reproduce them in a suitable non-production environment and identify whether the cause relates to guidance, data, access, configuration or a platform defect.
• Resolve approved functional issues and elevate complex scripting, integration, security, architectural or development defects to Engineering with complete diagnostic evidence.
• Prepare UAT scenarios, coordinate test readiness, support business testers and maintain execution and sign-off evidence.
• Perform smoke and regression testing for releases, upgrades, patches, deployments and environment clones.
• Create and maintain ServiceNow Automated Test Framework tests for stable, repeatable and business-critical and enterprise- scale scenarios.
• Maintain test plans, execution evidence, defect records, knowledge articles and quality status reporting in line with change-control and audit requirements.
• Identify recurring issues and opportunities to improve regression coverage, automation, support knowledge and release quality.

Knowledge & Attributes:

Demonstrated knowledge & experience in following areas:

• IT Service Management (ITSM), including Incident, Major Incident, Problem, Change, and Request Management.
• Service Catalog, Knowledge Management, and Service Level Management.
• CMDB, Discovery, and Service Mapping.
• IntegrationHub, MID Server, and REST-based integrations.
• Automated Test Framework (ATF).
• Employee Center, Universal Request, and Universal Task.
• Hardware Asset Management (HAM) and Software Asset Management (SAM).
• Customer Service Management (CSM), Strategic Portfolio Management (SPM), and Integrated Risk Management (IRM).
• Strong focus on quality, compliance, and risk management in the delivery of testing and support activities.
• Demonstrated analytical and systematic problem-solving skills with the ability to diagnose, troubleshoot, and resolve complex issues.
• High level of attention to detail with a commitment to accuracy and completeness.
• Effective verbal and written communication skills, with the ability to convey technical information clearly and concisely to diverse stakeholders.
• Strong customer and service-oriented mindset, with a focus on delivering a positive user experience.
• Proven ability to collaborate effectively within cross-functional teams while demonstrating ownership and accountability for outcomes.
• Commitment to adhering to established processes, standards, and best practices, while actively contributing to continuous improvement initiatives.

Academic Qualification & Certifications:

• Bachelor's degree or equivalent in Information Technology, Computer Science, or a related field.
• ServiceNow Certified System Administrator certification.
• ServiceNow Automated Test Framework training or micro-certification.
• Relevant ServiceNow Certified Implementation Specialist certification.Experience with ServiceNow upgrades, patches, release regression and UAT coordination.
• Experience working in Agile, Scrum or Kanban delivery environments and using tools such as Jira or Azure DevOps.
• Experience in a regulated, security-conscious or audit-controlled environment

Required experience:

• Demonstrable specialist-level experience with Se