Software analyst • ottawa on
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Job Description
We are seeking a Senior ServiceNow Customer Service Management (CSM) Software Quality Assurance (SQA) Analyst to play a key role in validating and verifying ServiceNow solutions for one of our clients in the Federal Government.Review and analyze business requirements and solution design documentation.
Design, develop, and execute test plans, test cases, and test scripts for the ServiceNow CSM module.
Perform functional, regression, integration, sanity, and performance testing.
Track and document test results, identify defects, and work with development teams for resolution.
Utilize key ServiceNow features such as ACLs, tables, and flows effectively in testing.
Provide input during sprint planning sessions regarding testing scope and risk.
Participate in User Acceptance Testing (UAT) and co-develop scripts with business users.
Generate detailed testing reports and metrics to track quality assurance progress.
Support business users with training on new functionalities and ensure user readiness.
Stay up to date with the latest ServiceNow releases, best practices, and tools.
Ensure accurate defect/enhancement differentiation and follow escalation protocols as needed.
Minimum 3 years of experience as an SQA Analyst focused on ServiceNow CSM.
Strong knowledge of ServiceNow platform capabilities, particularly within the CSM module.
Proven experience across all phases of the STLC.
Demonstrated ability to design and execute comprehensive test plans and test scripts.
Experience using Agile methodologies and participating in sprint ceremonies.
Solid understanding of performance testing concepts.
Familiarity with ServiceNow core features, including ACLs, tables, and workflows.
Excellent analytical, problem-solving, and defect-tracking skills.
Strong interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.
** Must be eligible to obtain security clearance
Hands-on ServiceNow experience in SQA planning and execution.
Strong understanding of CSM workflows and ServiceNow platform capabilities.
Effective communication skills, both written and verbal, tailored to diverse audiences.
Self-directed, detail-oriented, and adaptable in a fast-paced environment.
Strong collaborative mindset with the ability to work independently.
Eagerness to continuously learn and stay current with ServiceNow tools and trends.
ServiceNow certification in CSM or QA modules.
Familiarity with test automation tools applicable to ServiceNow environments.
Previous experience supporting enterprise-level ServiceNow implementations.
