Senior Quality Analyst - ITOM/CSM

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Quality Analyst - ITOM/CSM based in India. This role offers the opportunity to drive quality across ServiceNow implementations and solutions in a collaborative, technology-focused environment. You will lead the planning, design, execution, and continuous improvement of testing activities across the software lifecycle. The position combines functional and non-functional testing with hands-on work across ServiceNow and automation frameworks. You will help ensure solutions are reliable, performant, user-friendly, and aligned with defined quality and business requirements. The role requires strong analytical thinking, attention to detail, and the ability to investigate complex issues and recommend effective corrective actions. You will collaborate with technical and project teams while contributing expertise in testing methodologies, ServiceNow, and automation. It is an excellent opportunity for an experienced QA professional looking to deepen their impact within enterprise ServiceNow environments. Accountabilities: - Develop, plan, and execute comprehensive test plans, test scenarios, and test scripts to ensure project objectives and quality standards are achieved. - Implement and monitor testing activities covering functionality, reliability, performance, integration, and overall product quality. - Perform end-to-end testing of ServiceNow-based solutions and identify, investigate, document, and help resolve defects throughout the delivery lifecycle. - Apply appropriate testing techniques, including smoke, functional, integration, system, regression, stress, and black-box testing. - Review test cases and analyze root causes of issues, recommending and implementing appropriate corrective and preventative actions. - Work with existing automation frameworks, particularly ServiceNow Automated Test Framework (ATF), to address testing challenges and improve delivery efficiency. - Use development and technical tools such as IDEs, debuggers, build tools, source control, ServiceNow instances, profilers, and Unix/system administration utilities to support testing activities. - Compile and analyze testing data and provide accurate, comprehensive reporting and feedback to technical and project stakeholders. - Ensure user expectations are reflected throughout the testing process and contribute to maintaining high standards of usability and functionality. - Develop and maintain quality assurance policies, procedures, and processes while supporting ongoing compliance with applicable quality and industry requirements. - Investigate customer complaints and product issues, translating findings into actionable improvements. - Provide technical expertise in relevant testing and ServiceNow automation areas, including test planning, design, review, execution, and reporting. Requirements: - 3+ years of experience in ServiceNow testing or a closely related quality assurance role. - Bachelor's degree in Computer Science or a relevant technical field, or equivalent practical experience. - Solid hands-on experience with end-to-end functional and non-functional testing of the ServiceNow platform. - Strong understanding of software testing methodologies, processes, tools, techniques, and quality assurance practices. - Demonstrated experience applying testing techniques such as smoke, functional, integration, system, regression, stress, and black-box testing. - Hands-on experience testing ServiceNow-based products and solutions. - Practical experience using an existing automation framework, with ServiceNow Automated Test Framework (ATF) experience strongly preferred. - Ability to understand the strengths and limitations of different testing approaches and select the right techniques for specific testing requirements. - Strong analytical and problem-solving skills, with the ability to identify root causes, assess risks, and implement effective corrective actions. - Experience using technical tools such as source control, debuggers, build tools, ServiceNow instances, profilers, and Unix/system administration tools. - Strong attention to detail and ability to produce accurate, comprehensive testing documentation and reports. - Ability to collaborate effectively with technical teams and communicate testing findings and recommendations clearly. - ServiceNow certifications such as CSA are preferred; ISTQB or CSTE certification is also advantageous. Benefits: - Remote work opportunity from India. - Opportunity to work extensively with the ServiceNow platform and enterprise technology solutions. - Hands-on exposure to ServiceNow Automated Test Framework and modern testing practices. - Opportunity to contribute to quality standards, automation, and continuous improvement across complex projects. - Collaborative environment focused on technical expertise, problem-solving, and professional growth. - Inclusive workplace that values diverse perspectives and contributions. - Equal opportunity employment environment with a commitment to accessibility and inclusion. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. 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