ServiceNow Test Lead/Mgr

Job Title: ServiceNow Test Manager/Lead

Location: Raleigh, NC Hybrid (3 days in a week Onsite)

Key Responsibilities:

• Develop and lead a comprehensive testing strategy across all phases of the SDLC functional, regression, integration, performance, and user acceptance testing (UAT).
• Define and manage detailed test plans, test cases, and scripts aligned with business requirements and ServiceNow best practices.
• Own the end-to-end testing process, including defect triage and resolution, in coordination with developers and business analysts.
• Leverage ServiceNow Automated Test Framework (ATF) and other tools to streamline and scale test automation.
• Partner with business teams to facilitate effective, engaging UAT sessions; capture actionable feedback and translate it into quality improvements.
• Report progress, test metrics, risks, and quality status to project leadership and key stakeholders.
• Maintain adherence to internal standards, security policies, and ServiceNow governance.
• Keep pace with ServiceNow releases and best practices, continuously improving testing capabilities.
• Mentor team members and end-users on testing best practices and ATF usage.

Required Qualifications:

• Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year of experience; or 10 years' experience in a related field
• Strong grasp of ServiceNow modules and platform functionality.
• Experience with ServiceNow ATF and test management tools (e.g., Zephyr, qTest, TestRail).
• Proven success designing test cases for functional, regression, and integration testing.
• Hands-on experience with API testing (REST, SOAP).
• Familiarity with various development methodologies: Agile, Scrum, Waterfall, and Kanban.
• Skilled at coordinating and facilitating UAT, including stakeholder communication and training.

Preferred Qualifications:

• ServiceNow certifications: CSA, Implementation Specialist, or Application Developer.
• Experience with ServiceNow's Test Management module.
• ISTQB or Certified Agile Tester (CAT) certification.
• Background in cloud or managed services environments (MSP experience a plus).
• Familiarity with Salesforce, ITSM, or ITIL frameworks (ITIL v3 or v4 certification desirable).
• Experience with load/performance testing tools.