ServiceNow QA/Test Manager
Contract
Hybrid
Immediate Start
About the Company
Insight Enterprises, Inc. is a Fortune 500 solutions integrator helping organizations accelerate their digital journey to modernize their business and maximize the value of technology. Insight’s technical expertise spans cloud and edge-based transformation solutions, with global scale and optimization built on 33+ years of deep partnerships with the world’s leading and emerging technology providers. In 2024, Insight had revenues of US$ 8.7 billion, and over 14,000 employees. It has a US$1.7 billion services business, bolstered by recent acquisitions in cloud, CRM, software engineering, and business consulting. In EMEA, Insight operates in Austria, Belgium, Bulgaria, France, Germany, Ireland, Italy, Moldova, Netherlands, Sweden, Romani, Saudi Arabia, Spain, Switzerland, UK, Ukraine, and United Arab Emirates.
About the Role
The ServiceNow QA/Test Manager leads the quality assurance strategy, governance, and execution for ServiceNow implementations and enhancements. This role ensures that all platform changes—whether configuration, custom development, integrations, or upgrades—are delivered with high reliability, strong test coverage, and adherence to best practices. The manager oversees test planning, automation, defect management, and coordination across cross‑functional teams.
Responsibilities
Quality Strategy & Governance
* Define and own the QA strategy for ServiceNow projects, including regression, functional, integration, UAT, and performance testing.
* Establish testing standards, processes, templates, and KPIs aligned with ITSM/ITIL and ServiceNow best practices.
* Ensure compliance with organizational SDLC, change management, and release governance.
Test Planning & Execution
* Develop comprehensive test plans, test cases, and traceability matrices for ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, SecOps).
* Lead and coordinate all testing phases, including SIT, UAT, regression, and post‑deployment validation.
* Manage test data creation, environment readiness, and test scheduling.
Automation & Tools
* Drive adoption of test automation frameworks for ServiceNow (e.g., ATF, Selenium, Cypress, or custom frameworks).
* Oversee the design, maintenance, and execution of automated regression suites.
* Evaluate and implement QA tools for defect tracking, reporting, and continuous testing.
Team Leadership & Collaboration
* Lead a team of QA analysts, automation engineers, and offshore/onshore testers.
* Collaborate closely with ServiceNow developers, architects, product owners, and business stakeholders.
* Facilitate defect triage meetings and ensure timely resolution.
Release & Deployment Support
* Validate release readiness and ensure quality gates are met.
* Support production deployments and hypercare activities.
* Identify risks, issues, and quality gaps, and drive mitigation plans.
Qualifications/Required Skills & Experience
* Technical Expertise
* Strong understanding of ServiceNow architecture, modules, workflows, and integrations.
* Hands‑on experience with ServiceNow Automated Test Framework (ATF).
* Familiarity with API testing tools (e.g., Postman), automation frameworks, and CI/CD pipelines.
* Solid understanding of ITIL processes and enterprise service management.
QA Leadership
* Proven experience managing QA teams in Agile/Scrum environments.
* Strong background in test planning, test case design, and defect management.
* Experience with tools like Jira, Azure DevOps, ServiceNow DevOps, or similar.
Soft Skills
* Excellent communication and stakeholder management.
* Strong analytical and problem‑solving abilities.
* Ability to influence quality culture across teams.
Preferred Qualifications
* ServiceNow certifications (CSA, CIS in relevant modules, ATF certification).
* ISTQB or similar QA certification.
* Experience in large‑scale enterprise ServiceNow implementation.