Quality Assurance tester

QUALITY ASSURANCE TESTER BUCHAREST ROMANIA

Travel obsessed Big tech fan Hey youre in good company. If you want to be part of the industry that makes the world go round then look no further.

Travelport is the brains behind lots of your travel bookings- plane car or hotel. Our technology is used to book that magical holiday long awaiteds bucket-list trip or overdue school reunion. While we cant solve mosquito bites or lost luggage we can simplify a lot of the technical parts of travel and were looking for the best thinkers to help us do it.

Role Overview

The Quality Assurance (QA) Tester ServiceNow CSM ensures the quality stability and customer experience of ServiceNow Customer Service Management (CSM) solutions. This role validates customerfacing functionality AIassisted support experiences and platform changes to ensure they meet defined business UX and product requirements before release.

In addition to handson testing this role contributes to writing user stories supports acceptance criteria definition and helps coordinate testing activities for ServiceNow platform upgrades and service pack releases.

The QA Tester works closely with UX teams ServiceNow platform leads and the CSM Product Owner playing an active role across the delivery lifecycle.

Key Responsibilities

• Functional & Regression Testing ServiceNow CSM
• Execute functional testing for ServiceNow CSM features (case management customer portal contact channels workflows)
• Validate endtoend customer journeys (case creation updates notifications resolution)
• Perform regression testing to ensure existing functionality remains stable after changes
• Validate rolebased access and customer vs agent experiences
• AI & Virtual Agent Testing (CSM Scope)
• Test Virtual Agent and Now Assist for CSM scenarios from a customer perspective
• Validate conversational flows escalation logic fallback behavior and error handling
• Identify incorrect unclear or inconsistent AI responses
• Support regression testing following AI knowledge or prompt updates
• User Story & Backlog Support
• Support the Product Owner in writing and refining user stories related to CSM features and quality improvements
• Contribute to defining clear acceptance criteria from a testing and customerexperience perspective
• Review stories early to identify risks test gaps and dependencies
• Ensure test coverage aligns with business and UX requirements
• Platform Upgrade & Service Pack Testing Coordination
• Support planning and coordination of testing activities for ServiceNow platform upgrades and service pack releases
• Execute and support regression testing during upgrade cycles
• Validate CSM features customer portals and AI capabilities impacted by upgrades
• Collaborate with platform leads to track issues risks and required fixes
• Help document upgrade test results validation outcomes and recommendations
• UX & Experience Validation
• Collaborate with UX designers to validate implemented features against approved designs
• Test usability clarity and consistency of customerfacing experiences
• Identify friction points confusing interactions or misleading messages
• Provide clear and structured feedback focused on customer impact
• Collaboration & Quality Processes
• Work closely with ServiceNow platform leads to understand technical scope and changes
• Participate in sprint planning reviews defect triage and release activities
• Create and maintain test cases test scenarios and regression packs
• Log and track defects with clear reproduction steps and supporting evidence
• Follow established QA standards processes and governance

Required Qualifications

• Bachelors degree (or near completion) in IT Computer Science Information Systems or related field
• Strong interest in quality assurance testing and customer experience
• Basic understanding of web applications and system workflows
• Excellent written and verbal communication skills in English
• Attention to detail and a structured analytical mindset

• Preferred (Desirable)
• Exposure to ServiceNow especially CSM ITSM or platform fundamentals
• Initial experience with manual testing or requirements analysis (internship academic junior role)
• Familiarity with Agile / Scrum ways of working
• Understanding of customer support and case management processes

Skills & Competencies

• Functional and regression testing
• Userstory and acceptancecriteria mindset
• Strong documentation and defect reporting
• Customercentric quality thinking
• Collaboration with UX Product and Platform teams
• Willingness to learn enterprise platforms and AI features

Discover why our teams love working here:

We offer a package and benefits that are competitive with hybrid working.

Search #lifeattravelport for our employee stories on LinkedIn!

Your journey at Travelport starts here.

Our application process is quick easy and hassle-free apply in just a few minutes!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation if needed.

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