Senior ServiceNow ITSM Quality Assurance Analyst (Remote) NI

The Work: ICFs Digital Modernization Division is seeking an ITSM Quality Assurance (QA) Analyst with hands-on ServiceNow experience to support NIH this role you will help ensure the quality reliability and usability of ServiceNow-based ITSM solutions by partnering with developers business analysts product owners and stakeholders across cross-functional teams.

The QA Analyst will validate ServiceNow configurations enhancements workflows and low-code solutions to ensure they meet requirements support ITIL-aligned processes and perform effectively in a federal client environment. This role includes functional regression and user acceptance testing for ITSM modules and related platform updates.

Local candidates may be expected to work at the client site in Rockville MD at least 1-2 days per week.

What You Will Do

In this role you will support one or more project teams by:

• Use SN Agile and related tools to track testing progress defects risks dependencies and quality metrics across ServiceNow delivery work.

• Participate in Agile ceremonies including sprint planning backlog refinement and retrospectives.

• Participate in requirements reviews backlog grooming and sprint planning to identify test scenarios risks and impacts to ServiceNow ITSM workflows.

• Work with the project team during sprint planning to identify risks and potential system impacts.

• Develop document and execute test plans test cases and test scripts for ServiceNow enhancements and releases.

• Perform functional regression and user acceptance testing for ServiceNow ITSM modules workflows and web-based applications.

• Partner with developers and platform administrators to troubleshoot issues validate fixes and support root-cause analysis for ServiceNow defects.

• Execute test cases document defects with clear reproduction steps and partner with developers to support bug fixes and change requests.

• Review user stories and acceptance criteria and create test scenarios and scripts for ServiceNow enhancements using clear traceable test documentation.

• Develop and maintain test plans (automated where applicable eg ServiceNow ATF Playwright or other testing tools) test cases regression suites and validation documentation for ServiceNow releases update sets and new functionality.

• Support testing for ServiceNow platform upgrades patches and configuration changes to confirm stability across ITSM processes.

• Advise on and advocate for rigorous QA processes and documentation on projects and within the organization.

• Conduct demos or training necessary for the successful execution of the project

• Communicate effectively with a wide variety of technical and non-technical audiences

What You Will Bring with You :

• Bachelors Degree in Computer Science Information Systems Engineering or other related scientific/technical discipline

• 6 years of QA experience testing web-based applications including functional regression and user acceptance testing.

• 3 years of experience working in Agile delivery environments with user stories sprint ceremonies and defect tracking tools.

• 1 years of hands-on experience testing or supporting ServiceNow-based ITSM solutions and workflows.

• 1 years of experience with API and integration testing

• 1 years of experience with Agile or Scrum development methodologies

• 1 years of working knowledge of ITSM concepts and ITIL-aligned processes such as incident request problem and change management.

• Candidate must be able to obtain and maintain a Public Trust with the government

• Candidate must reside in the U.S. be authorized to work in the U.S. and all work must be performed in the U.S.

• Must be a United States (U.S.) Citizen or Green card and the work MUST BE PERFORMED in the United States (U.S.) as this work is for a federal contract and laws do apply

What We Would Like You to Bring with You:

• Software testing certification and/or ServiceNow certification.

• Experience with Agile Scrum methodology and testing within iterative delivery cycles.

• Strong analytical problem solving and time management skills

• Ability to work independently and collaboratively with strong organizational reporting and time management skills.

• Familiarity with ServiceNow releases update sets platform upgrades or automated testing practices such as ATF.

• Strong attention to detail and the ability to create clear accurate test documentation.

Professional Skills

• Strong analytical problem-solving communication and stakeholder collaboration skills in a structured QA environment.

#DMX24

#Indeed

#LI-CC1

#Clearance

#ICN24

Working at ICF

Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: