QA Lead - Service Now PRM / CSM / Partner Portal

We are seeking a strategic and highly organized UAT Lead to own the end-to-end User Acceptance Testing (UAT) lifecycle for our ServiceNow Partner Portal. In this leadership role, you will be the final gatekeeper of quality, ensuring that portal enhancements, partner workflows, and complex integrations meet high business standards before global deployment. You will bridge the gap between technical ServiceNow developers and business stakeholders to ensure a seamless digital experience for our partner ecosystem.
 
Key Responsibilities:
•        UAT Strategy & Governance: Define the overarching UAT strategy, including test planning, environment readiness, and acceptance criteria for all ServiceNow Partner Portal releases.
•        Stakeholder Management: Lead and facilitate UAT sessions with business owners and partner managers; translate technical complexities into business impact and secure formal sign-off.
•        End-to-End Scoping: Analyze complex business requirements (Partner Onboarding, Partner Tiering, MDF, Deal Registration) to design comprehensive test scenarios that validate both functional accuracy and user experience.
•        Defect Orchestration: Oversee the defect lifecycle. Prioritize issues based on business risk, coordinate with ServiceNow developers for remediation, and manage the triage process.
•        Cross-Functional Collaboration: Partner with Product Owners and Business Analysts to ensure user stories are testable and aligned with the "Definition of Done."
•        Quality Reporting: Provide executive-level status reports, risk assessments, and "Go/No-Go" recommendations to leadership based on UAT results.
•        Process Improvement: Continuously refine UAT methodologies and documentation standards to increase testing efficiency within the ServiceNow ecosystem.
 
Required Qualifications:
•        Experience: 8+ years in Software Quality Assurance, with at least 3 years in a Lead or Senior UAT capacity.
•        ServiceNow Expertise: Deep functional knowledge of the ServiceNow platform, specifically Partner Relationship Management (PRM), Customer Service Management (CSM), or Service Portal.
•        Leadership Skills: Proven ability to manage UAT cycles independently, drive consensus among diverse stakeholders, and mentor junior testers.
•        Analytical Rigor: Strong ability to interpret complex partner program rules and translate them into logical, high-coverage test scripts.
 
Preferred Attributes:
•        Domain Expertise: Prior experience in Channel Operations, Global Partner Programs, or B2B SaaS portals.
•        Methodology: Strong understanding of Agile/Scrum frameworks and how UAT integrates into the Sprint cycle.