Global ServiceNow QA Leader – Software Engineering

MSD; West Point (PA); Hybrid; USD 142,000 - 224,000; Full time

Job summary

MSD is seeking an experienced ServiceNow Quality Engineering leader to join our Global Technology team in Rahway/West Point. You will own testing strategy across ITSM, ITOM, IRM/GRC and HRSD, delivering automated and manual testing artifacts and guiding a team of testers in a hybrid US-based role.

The role emphasizes AI-driven quality improvements, defect triage, and KPI tracking, with hands-on mentoring of junior engineers and collaboration with Developers and Product Owners to ensure reliable

Qualifications

• 12+ years of working experience creating, executing, and managing testing efforts.
• Automated Test Framework experience is required.
• AutomatePro working knowledge is highly desirable.
• In-depth knowledge of ITIL processes and best practices for IT Service Management is highly desirable.
• Excellent organizational and time management skills to handle multiple projects simultaneously.

Responsibilities

• Define, document, and drive the overarching testing roadmap and QA standards across ServiceNow modules (ITSM, ITOM, IRM/GRC, HRSD).
• Create detailed test plans and coordinate all testing phases (unit, SIT, regression, UAT).
• Validate configurations and integrations before production upgrades and patches.
• Develop a maturity roadmap to transform Testing into Quality Engineering with AI-driven capabilities.
• Lead defect triage meetings and collaborate with Developers and Product Owners for timely resolution.
• Build and maintain automated test suites (AutomatePro AutoTesting, ServiceNow ATF) and support data validation across CMDB.
• Establish quality KPIs and report release readiness to leadership.
• Mentor junior testers and distribute workloads across agile squads.

Skills

ServiceNow

Quality Engineering

Test Automation

ITIL

Agile

Education

Bachelor's degree in Information Technology or Computer Science

Tools

AutomatePro AutoTesting

ServiceNow ATF

Job description

MSD is seeking an experienced ServiceNow Quality Engineering leader to join our Global Technology team in Rahway/West Point. You will own testing strategy across ITSM, ITOM, IRM/GRC and HRSD, delivering automated and manual testing artifacts and guiding a team of testers in a hybrid US-based role.

The role emphasizes AI-driven quality improvements, defect triage, and KPI tracking, with hands-on mentoring of junior engineers and collaboration with Developers and Product Owners to ensure reliable