Quality Assurance (Qa) Lead L2

Job Description

Role Purpose

The purpose of this role is to ensure compliance and quality of the process within an account. 

 

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• Create test scripts to support ServiceNow ITSM modules including ITOM Discovery to support testing activities across functional (end to end), integration, regression, and UAT cycles.


• Collaborate with Test Lead, business stakeholders and technical teams and ensure test scripts, test scenarios, and acceptance criteria are aligned to approved test plan.


• Ensure full traceability from requirements to test cases and test results.


• Coordinate with business SMEs, developers, architects, and process owners throughout the testing lifecycle.


• Validate ITSM functionality across modules such as Incident, Problem, Change, Request, Knowledge, ITOM and CMDB.


• Oversee defect management including logging, triage, prioritisation, and retesting.


• Facilitate defect review meetings and provide clear status reporting to stakeholders.


• Manage test data preparation and maintain quality and availability of test environments.


• Support UAT planning, execution, issue resolution, and business stakeholder engagement.


• Ensure all testing aligns to ITIL best practice and ServiceNow platform standards.


• Use and manage test management tools.


• Promote use of the ServiceNow Automated Test Framework (ATF).


• Produce test documentation including test summaries, metrics, and closure reports.


• Drive continuous improvement across testing processes and quality assurance practices.

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