Quality Assurance Consultant â NowNext CRM Execution Team

About the Role

We are seeking a Quality Assurance (QA) Consultant to join the NowNext CRM Execution this role you will ensure that our AI-powered end-to-end CRM solutions meet the highest standards of quality reliability and business value.

You will design and execute test strategies across lead-to-cash CPQ sales & order management customer service field service and AI agent workflows working closely with Technical Consultants Business Process Consultants and Project Managers. This role combines hands-on test execution with advisory and collaboration skills supporting both internal development and customer UAT.

Key Responsibilities

• Test Strategy & Planning

• Define and maintain test plans scripts and acceptance criteria based on business requirements and user stories.

• Ensure test coverage across functional integration regression performance and AI agent workflows.

• Align test strategies with ServiceNow NowCreate methodology and Agile delivery practices.

• Execution & Quality Assurance

• Perform hands-on functional integration and regression testing of ServiceNow configurations and integrations (Salesforce Pega Dynamics SAP Oracle).

• Validate AI agent use cases (case deflection guided selling contract AI) for accuracy explainability and guardrails.

• Document defects clearly track resolution and retest fixes.

• Ensure delivered solutions meet customer expectations compliance and usability standards.

• Collaboration & Customer Support

• Partner with Business Process Consultants to ensure acceptance criteria reflect business outcomes.

• Support customer UAT planning and execution facilitating defect triage and resolution.

• Provide feedback to Technical Consultants and Architects on solution quality and improvements.

• Assist in building automated test scripts where applicable.

• Continuous Improvement

• Capture lessons learned and contribute to test accelerators reusable templates and delivery playbooks.

• Promote a quality-first culture within the execution team balancing speed and rigor.

Qualifications :

To be successful in this role you have:

Required

• 35 years of software testing or QA experience in CRM/CSM/ERP implementations.

• Strong understanding of CRM processes (sales order management CPQ/CLM customer service field service).

• Hands-on experience with functional integration and regression testing for SaaS/enterprise platforms.

• Familiarity with at least one major CRM/workflow platform: Salesforce Pega ServiceNow Dynamics Oracle or SAP.

• Strong analytical and problem-solving skills with meticulous attention to detail.

• Ability to document test results defects and provide clear recommendations.

Preferred

• 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 financial services insurance or public sector industries.

Success in this Role Looks Like

• You deliver thorough test coverage that ensures customer confidence in solution quality.

• You detect and help resolve defects early reducing rework and accelerating delivery.

• Customers complete UAT successfully with minimal issues enabling on-time go-lives.

• AI agent use cases are validated with strong guardrails adoption and measurable outcomes.

• You are recognized as a quality advocate within the team balancing speed and rigor.

Why Join Us

As part of the NowNext CRM Execution Team youll play a critical role in ensuring that our AI-powered CRM solutions deliver real reliable outcomes. Youll bring your testing expertise from Salesforce Pega ServiceNow or other platforms and apply it to the next generation of CRM. This is an opportunity to influence quality standards for lighthouse customers and help shape the future of CRM delivery.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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