QA Analyst

Job Overview: We are seeking an experienced QA Analyst with a strong focus on Service Now platform testing and Automated Test Framework (ATF) to ensure the highest quality and performance of our Service Now applications. The ideal candidate will be responsible for developing, executing, and maintaining test cases, particularly with Service Now's ATF capabilities, to support Service Now implementations, upgrades, and integrations. This role also involves working closely with the development and business teams to ensure Service Now solutions meet business requirements and quality standards. The person needs to have strong analytical, comprehension and communication skills. Key Responsibilities: Design, develop, and execute test cases for Service Now applications (e.g., ITSM, HR Service Delivery, ITOM, etc.) to ensure quality and functionality. Lead and execute Automated Test Framework (ATF) scripts for Service Now to automate functional and regression testing processes. Conduct manual testing for areas that are not automated through ATF, ensuring comprehensive test coverage. Collaborate with developers, business analysts, and stakeholders to define test scenarios, test cases, and testing strategies specific to Service Now implementations and enhancements. Identify and document defects found during testing, working with development teams to resolve them before release. Provide feedback on Service Now releases , testing newly implemented features and enhancements in the context of the business requirements. Execute and manage regression testing for Service Now upgrades, patch releases, and new feature implementations. Maintain and improve ATF test suites , ensuring the automation process is up-to-date and optimized for various Service Now modules. Participate in Agile/Scrum ceremonies (stand-ups, sprint planning, retrospectives) and provide regular test progress updates. Ensure test environments are stable and available for testing. Produce detailed reports on test results, progress, and identified issues to key stakeholders. Continuously improve the testing process, exploring opportunities for more efficient automation and testing practices. Key Requirements: Proven experience as a QA Analyst with expertise in Service Now platform and modules. Strong knowledge of Service Now’s Automated Test Framework (ATF) and hands-on experience in developing and executing ATF scripts. Familiarity with various Service Now modules (e.g., ITSM, HRSD, ITOM, CSM, etc.) and their testing requirements. Experience with manual testing in Service Now for scenarios not covered by automation. Strong understanding of Agile methodologies, particularly Scrum, and the testing lifecycle within Agile sprints. Hands-on experience with Service Now’s update sets and versions to ensure backward compatibility during upgrades. Proficient in defect tracking and test management tools (e.g. Service Now's own test management features). Solid experience with Java Script , REST APIs , and SOAP APIs in the context of Service Now testing. Ability to write clear and concise test documentation, defect reports, and test cases. Excellent analytical and problem-solving skills, with the ability to troubleshoot issues in the Service Now platform. Strong communication skills and ability to work collaboratively with cross-functional teams. Service Now Certified System Administrator and Service Now ATF Micro certification required Desirable Skills: Experience with integrating ATF scripts into automated deployment processes. Familiarity with Selenium or other test automation frameworks for web-based testing (helpful for hybrid testing scenarios). Experience with Java Script scripting in Service Now (for scripting ATF tests and custom validation logic). Experience with Service Now Performance Analytics (PA) for reporting on testing performance and coverage. KPIs (Key Performance Indicators): ATF Test Coverage: Definition: Percentage of Service Now functionality covered by automated tests using the Automated Test Framework (ATF) . Target: 85%+ of critical processes and features should be automated using ATF scripts. Automated Test Script Efficiency: Definition: The ratio of newly automated tests versus the number of manual test cases previously executed. Target: Automate 75% of previously manual test cases in each sprint/release cycle. Defect Detection and Resolution Rate: Definition: The percentage of defects identified and resolved during the testing phase. Target: 95% of defects should be identified and resolved during testing before reaching production. Test Execution Timeliness: Definition: The percentage of test cases (manual and automated) executed within the defined sprint or release cycle. Target: 100% of test cases should be executed within the sprint timeframe. Regression Test Pass Rate: Definition: The percentage of regression tests passing during updates/upgrades in Service Now. Target: 98%+ of regression tests should pass for each release or update. ATF Script Maintenance: Definition: The average time spent maintaining and updating ATF scripts due to Service Now updates or new feature releases. Target: Less than 10% of testing time spent on maintaining outdated or broken ATF scripts. Defect Severity Index: Definition: The number of critical or high-severity defects identified versus lower-severity issues. Target: No more than 5% of total defects should be high-severity. Test Environment Stability: Definition: The uptime and availability of test environments used for Service Now testing. Target: 95%+ uptime and availability of the test environment during critical testing periods. Client/Stakeholder Satisfaction: Definition: The satisfaction of internal stakeholders (e.g., developers, product managers, business users) regarding the quality of testing and defect resolution. Target: Achieve a satisfaction score of 4.5/5 or above on post-testing feedback surveys. #J-18808-Ljbffr