ServiceNow QA Engineer

Evora IT Solutions is a trusted ServiceNow partner delivering innovative digital maintenance and field service solutions grounded in real-world scenarios. With a strong focus on CRM Workflows, we aim to be a leading global consulting and implementation partner.
We prioritize both delivery excellence and employee experience, offering a high-performance, collaborative environment.

As a ServiceNow QA Engineer, you will be responsible for ensuring the quality, reliability, and performance of ServiceNow solutions across multiple modules. You will work closely with developers, business analysts, and stakeholders to validate that solutions meet functional and non-functional requirements.
This role requires strong expertise in testing ServiceNow implementations across ITSM, CSM/RSM, FSM, and S2P domains, with a focus on automation, integration validation, and end-to-end business process testing.

Key Responsibilities
1. Test Planning & Strategy

• Define test strategies, test plans, and test cases based on business and technical requirements 
• Identify test scenarios for complex workflows across multiple ServiceNow modules 
• Ensure coverage across functional, regression, integration, and UAT cycles 

2. Functional & End-to-End Testing

• Validate configurations such as forms, workflows, business rules, client scripts, and UI policies 
• Perform end-to-end testing across: 
  • ITSM (Incident, Change, Problem, Request) 
  • CSM / RSM (case management, customer workflows) 
  • FSM (dispatch, scheduling, mobile workflows) 
  • S2P (procurement lifecycle, supplier workflows) 

3. Automation Testing

• Develop and maintain automated test scripts
• Identify opportunities to increase automation coverage and reduce manual effort 
• Integrate automated tests into CI/CD pipelines where applicable 

4. Integration & Data Validation

• Test integrations between ServiceNow and external systems (REST/SOAP APIs, middleware) 
• Validate data transformations, migration accuracy, and data integrity 
• Perform API testing using tools like Postman or similar 

5. Defect Management

• Identify, log, track, and prioritize defects using standard tools 
• Work closely with development teams to reproduce and resolve issues 
• Conduct root cause analysis and ensure closure with quality validation 

6. Collaboration & Stakeholder Engagement

• Partner with developers, architects, and business teams to clarify requirements 
• Support UAT cycles and business validation 
• Provide QA sign-off and quality metrics reporting 

7. Quality Assurance Best Practices

• Ensure adherence to QA standards, processes, and governance 
• Continuously improve testing frameworks, methodologies, and coverage 
• Advocate for quality across the software development lifecycle 

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience) 
• Proven experience in QA/testing within the ServiceNow ecosystem 
• Strong understanding of ServiceNow platform capabilities and modules 
• Hands-on experience in: 
  • Functional and regression testing 
  • ServiceNow configurations (forms, workflows, scripts – from a testing perspective) 
  • API and integration testing (REST/SOAP) 
• Familiarity with Agile/Scrum methodologies 

Preferred Skills

• ServiceNow certifications (CSA, CIS-CSM, CIS-FSM, CIS-Sales) or Salesforce/Pega equivalent certifications
• Experience with test automation tools (ATF in ServiceNow, Selenium, JUnit, etc.)
• Familiarity with AI/GenAI testing approaches (validating chatbot workflows, AI predictions, explainability testing)
• Knowledge of compliance/regulatory testing (data privacy, audit, accessibility). 
• Experience in telecom, retail or healthcare preferred