ServiceNow QA Consultant (CSM/ITSM)

Overview: We are looking for a ServiceNow CSM Developer / Consultant to design, implement, and enhance Customer Service Management solutions on the ServiceNow platform. In this role, you will collaborate with cross-functional teams to deliver scalable, high-quality solutions, contribute to platform improvements, and help establish best practices across development, testing, and solution delivery.

Responsibilities:

• Configure, customize, and enhance ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) solutions.

• Collaborate with Product Owners, Solution Architects, developers, and business stakeholders to understand requirements and translate them into technical and testing solutions.

• Design, create, and maintain Automated Test Framework (ATF) tests to support platform quality and release readiness.

• Structure, maintain, and continuously improve reusable test libraries and automated test assets.

• Define test strategies, test scenarios, and test cases for new features, enhancements, and platform releases.

• Review requirements and ensure solutions meet functional, quality, and usability standards.

• Support defect management, root cause analysis, regression testing, and release validation activities.

• Review and optimize existing ATF implementations and recommend improvements.

• Promote quality engineering and test automation best practices across the team.

• Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, and retrospectives.

• Work closely with developers to integrate quality assurance throughout the development lifecycle.

• Contribute to the continuous improvement of development, testing, and delivery processes.

Qualifications:

• Experience developing, configuring, and customizing solutions on the ServiceNow platform.

• Strong experience with ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM).

• Strong hands-on experience with ServiceNow Automated Test Framework (ATF).

• Experience designing and maintaining structured test libraries and reusable test assets.

• Solid understanding of software testing methodologies, quality assurance principles, and test automation best practices.

• Experience with both manual and automated testing.

• Understanding of ServiceNow platform administration, configuration, and scalable solution design.

• Familiarity with Agile methodologies such as Scrum or Kanban.

• Strong analytical, troubleshooting, and problem-solving skills.

• Excellent communication and stakeholder management skills.

• Ability to work independently and collaborate effectively within cross-functional teams.

• Fluent English, both written and spoken.