Role description
Job Description – Senior ServiceNow QA Analyst Focus: CMDB, CSDM, ITOM and Enterprise Service Management Testing Role Summary The candidate should have a strong background in ServiceNow Quality Assurance and test engineering, with extensive experience in validating ServiceNow platform implementations across key modules and a demonstrated ability to design, execute, and govern testing for Configuration Management Database (CMDB) and Common Service Data Model (CSDM) capabilities. The role requires deep knowledge of testing methodologies applied to ITSM, ITOM, ITAM, HRSD, SecOps, SPM, Discovery, Service Mapping, integrations, and data governance. The Senior ServiceNow QA Analyst will be responsible for ensuring the quality, reliability, and data integrity of platform solutions that improve service visibility, configuration data quality, operational efficiency, and business-service alignment. Key Responsibilities Lead the design, development, and execution of ServiceNow test strategies, test plans, test cases, and test scripts covering functional, integration, regression, UAT, and end-to-end testing. Collaborate with business, infrastructure, security, and application stakeholders to understand requirements and translate them into comprehensive test coverage and acceptance criteria. Perform testing across ServiceNow modules including ITSM, ITOM, ITAM, HRSD, SecOps, SPM, Discovery, and Service Mapping. Own end-to-end validation of the CMDB implementation, including CI class design, identification and reconciliation rules, data sources, relationships, lifecycle states, normalization, and data certification outcomes. Validate CSDM adoption and data model integrity across foundation data, design, manage technical services, sell/consume, and service portfolio domains, in line with the organization's maturity and roadmap. Test and verify application services, business applications, technical services, service offerings, dynamic CI groups, and their relationships against CSDM guidance. Execute CMDB Health validation including completeness, correctness, compliance, duplicate management, orphan CI remediation, stale CI controls, and data-quality reporting. Validate CMDB data ingestion from ServiceNow Discovery, Service Mapping, cloud platforms, endpoint tools, asset systems, monitoring solutions, and third-party data sources. Design and execute test coverage for business rules, Script Includes, client scripts, UI policies, data policies, Flow Designer flows, IntegrationHub spokes, and other configuration elements. Validate Service Catalog items, workflows, approvals, notifications, and request-fulfilment processes. Test integrations built using REST, SOAP, MID Server, IntegrationHub, import sets, transform maps, and scripted APIs. Validate security controls, including ACLs, roles, data segregation, and secure integration practices through negative and role-based testing. Design and implement Automated Test Framework (ATF) suites for regression testing, upgrade readiness, and continuous validation. Monitor and report defects, root-cause analyses, quality metrics, and coverage dashboards; drive defect triage and closure with development teams. Provide QA leadership, test-case reviews, quality assurance for design deliverables, troubleshooting support, and mentorship to junior testers. Partner with process owners and platform governance teams to define CMDB/CSDM data-quality standards, ownership, stewardship, and continuous-improvement plans. Support release management activities including UAT coordination, upgrade testing, and post-deployment validation. Stay current with ServiceNow product releases, CMDB/CSDM guidance, testing best practices, and emerging capabilities. Required Skills and Experience Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. 5+ years of hands-on experience in ServiceNow testing and quality assurance, including experience validating enterprise-scale implementations. Strong hands-on experience testing ServiceNow CMDB, including CI class modeling, relationships, Identification and Reconciliation Engine (IRE), reconciliation rules, data sources, transform maps, and CMDB Health validation. Practical experience validating CSDM implementations, including business applications, application services, technical services, service offerings, and supporting foundation data. Experience testing ServiceNow Discovery and/or Service Mapping outputs, including MID Server validation, credentials, patterns, discovery pattern debugging, and reconciliation of discovered data. In-depth understanding of CMDB governance, data ownership, lifecycle management, certification, normalization, duplicate remediation, and data-quality controls from a testing perspective. Strong proficiency in ServiceNow Automated Test Framework (ATF), test-case design, defect management, and QA best practices. Working knowledge of JavaScript, Glide APIs, HTML, CSS, XML, and ServiceNow scripting sufficient to read, debug, and validate platform code. Extensive testing experience across at least three ServiceNow modules such as ITSM, ITOM, ITAM, HRSD, GRC/IRM, SecOps, and SPM. Proven experience testing scoped or custom applications on the ServiceNow platform. Experience validating ServiceNow integrations using REST, SOAP, IntegrationHub, MID Server, and other APIs (API testing tools such as Postman, SoapUI). Solid understanding of ITIL practices, service management processes, asset management, infrastructure domains, and application-service dependencies. Excellent analytical and problem-solving skills, with the ability to troubleshoot complex platform, integration, Discovery, and CMDB data issues. Strong communication and stakeholder-management skills, with the ability to work effectively across technical and business teams. ServiceNow Certified System Administrator (CSA), or equivalent demonstrable platform expertise. Preferred Skills ServiceNow CIS – Discovery, CIS – Service Mapping, CIS – ITSM, CIS – CSM, or other relevant implementation certifications. ISTQB (Foundation / Advanced) or equivalent QA certification. Hands-on experience with CSDM adoption assessments, maturity roadmaps, data-model remediation, and migration validation from legacy or custom service models. Experience validating Service Graph Connectors, Multisource CMDB, CMDB Data Manager, Data Certification, and IntegrationHub ETL. Knowledge of cloud and infrastructure platforms such as AWS, Azure, VMware, Kubernetes, network devices, databases, and enterprise applications for infrastructure test validation. Experience with test automation tools (Selenium, Cypress, Tosca) integrated with ServiceNow ATF. Experience with Agile / Scrum delivery methodologies, DevOps practices, CI/CD test integration, source control, and ServiceNow application deployment testing. Familiarity with defect-tracking and test-management tools such as JIRA, Azure DevOps, HP ALM, qTest, or Zephyr. Understanding of ITIL 4, service portfolio management, enterprise architecture, and application portfolio management concepts. Experience validating ServiceNow low-code/no-code capabilities, including Flow Designer, App Engine Studio, UI Builder, and Workspace configuration. Ability to facilitate technical workshops, walkthroughs, and defect triage sessions with architects, process owners, operations teams, and senior stakeholders.
Skills
ServiceNow, Test Automation, Regression Testing
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
