Senior Functional Consultant - ServiceNow

DRAKE INTERNATIONAL (SINGAPORE) LIMITED; Singapore; On-site; SGD 120,000 - 190,000; Full time

Job summary

DRAKE INTERNATIONAL (SINGAPORE) LIMITED is seeking an experienced ServiceNow QA Lead to own testing delivery across implementation and steady-state engagements. You will collaborate with business, delivery, and independent support teams to define strategies, design test cases, and ensure high-quality releases in a dynamic enterprise environment.

The role demands 5+ years in ServiceNow testing, strong ITIL understanding, and hands-on experience with test planning, defect management, and release

Qualifications

• Bachelor's degree or equivalent in CS/IT/Engineering/Business Information Systems.
• Minimum 5 years in ServiceNow testing, QA, or platform delivery.
• Experience on both implementation projects and steady-state support.
• Proven leadership of QA/testing teams in enterprise-scale ServiceNow programs.
• Strong knowledge of ITIL processes and ServiceNow capabilities.
• Hands-on in test strategy, planning, case design, defect governance, and release readiness.
• Proficient in Agile/Scrum with stakeholder management and communication skills.
• Experience with deployment validation, production support, and service transition.

Responsibilities

• Lead ServiceNow testing and QA activities across projects and releases.
• Collaborate with stakeholders to understand requirements and validate business processes.
• Own end-to-end testing delivery across project lifecycles and risk management.
• Define and maintain test strategies, plans, standards, and quality metrics.
• Convert requirements and user stories into test scenarios and cases.
• Ensure coverage across functional, integration,system, regression, smoke, and UAT testing.
• Manage defect lifecycle including triage, root cause analysis, and regression testing.
• Support ITIL processes including Incident, Problem, Change, Release Management, and CSI.

Skills

ServiceNow Testing

Quality Assurance

Functional Consulting

Platform Delivery

Agile/Scrum

Stakeholder Management

Test Strategy & Planning

Defect Management

ITIL Practices

Education

Bachelor's degree in CS/IT/Engineering/Business Information Systems

Tools

ServiceNow CSA

ServiceNow CIS

ISTQB

ATF

Job description

Your Key Responsibilities

• Lead ServiceNow testing and quality assurance activities across implementation projects, enhancements, releases, and steady-state support engagements.
• Work with business stakeholders, product owners, architects, developers, and support teams to understand requirements and validate business processes.
• Own end-to-end testing delivery across the project lifecycle, ensuring quality releases, timely execution, and effective risk management.
• Define and maintain test strategies, test plans, testing standards, quality metrics, and QA best practices.
• Convert requirements, process flows, user stories, and acceptance criteria into test scenarios, test cases, and validation activities.
• Ensure test coverage across functional, integration, system, regression, smoke, end-to-end, and user acceptance testing.
• Manage the defect lifecycle, including prioritization, triage, root cause analysis, resolution tracking, validation, and regression testing.
• Support ITIL-aligned Incident, Problem, Change, Request, Release Management, and Continual Service Improvement processes.
• Facilitate discussions between business, delivery, support, and partner teams to clarify requirements, resolve issues, and support delivery outcomes.
• Track testing progress, quality risks, service trends, and release readiness, providing timely status updates and escalations.
• Support release planning, deployment validation, hypercare, production issue management, service transition, and improvement initiatives.
• Coach testing team members through test reviews, knowledge sharing, and continuous quality improvement.

To Qualify for the Role, You Must Have

• Bachelor's degree in computer science, Information Technology, Engineering, Business Information Systems, or a related discipline.
• Minimum 5 years in ServiceNow testing, quality assurance, functional consulting, or platform delivery.
• Experience working across both ServiceNow implementation projects and steady‑state support or managed services engagements.
• Proven experience leading testing or QA teams in enterprise-scale ServiceNow programs.
• Strong understanding of ServiceNow platform capabilities, service management processes, workflows, and operational support models.
• Hands‑on experience in test strategy, test planning, test case design, defect management, quality governance, and release readiness.
• Strong knowledge of ITIL practices, including Incident, Problem, Change, Request, Release Management, and Continual Service Improvement.
• Experience supporting requirements workshops, process validation, acceptance criteria definition, and solution validation.
• Experience working in Agile/Scrum environments with strong stakeholder management and communication skills.
• Hands‑on experience with deployment validation, production support, service transition, and operational readiness activities.
• Strong analytical, problem‑solving, facilitation, leadership, and stakeholder management skills.
• ServiceNow Certified System Administrator (CSA) certification.

Ideally, You'll Also Have

• ServiceNow Certified Implementation Specialist (CIS) certifications.
• ITIL Foundation certification, with advanced ITIL certifications preferred.
• ServiceNow Automated Test Framework (ATF) micro‑certification or hands‑on test automation experience.
• Professional testing certifications such as ISTQB, Agile Tester, or equivalent.
• Experience leading distributed teams and working with complex stakeholder groups.
• Experience delivering services in regulated industries such as Banking, Financial Services, Insurance, Healthcare, or Government.
• Strong planning, organization, facilitation, negotiation, and conflict resolution skills.
• Customer‑focused mindset with a strong focus on quality, governance, service excellence, and continuous improvement.

What We Look For

A motivated and results‑driven ServiceNow professional with strong testing leadership, quality assurance, functional understanding, and ITIL‑based service management experience.

The ideal candidate has delivered ServiceNow implementation projects and supported steady‑state operations, with the ability to validate requirements, manage test delivery, support release readiness, and drive quality outcomes. Success in this role requires strong stakeholder engagement, process understanding, team leadership, and the ability to work across business and technical teams to improve delivery quality, service stability, and overall ServiceNow outcomes.