Job Overview : The Service Now ITSM Tester will be responsible for performing testing activities on the Service Now IT Service Management (ITSM) platform to ensure its quality, reliability, and functionality.

The tester will work closely with developers, business analysts, and IT teams to understand requirements, create test plans, execute tests, and report findings.

The role requires an understanding of ITSM processes and hands-on experience with testing methodologies and tools.

Key Responsibilities : Test Planning : - Collaborate with stakeholders to understand functional and non-functional requirements.

- Develop test strategies, test cases, and detailed test plans based on business needs.

- Design and document test scripts for manual and automated testing.

Testing Execution : - Execute manual and automated tests on Service Now ITSM modules, such as Incident Management, Problem Management, Change Management, Knowledge Management, etc.

- Perform regression, functional, integration, system, and user acceptance testing.

- Conduct API testing, data validation, and interface testing.

- Validate workflows, configurations, and customizations in the Service Now platform.

Defect Management : - Identify, log, and track defects in bug tracking tools.

- Work with the development team to replicate issues and verify fixes.

- Ensure defects are resolved in a timely manner and participate in defect triaging sessions.

Automation : - Leverage test automation tools (such as Selenium or Service Now Automated Test Framework - ATF) to automate repetitive testing tasks.

- Maintain and enhance test scripts to improve test efficiency and coverage.

Collaboration : - Collaborate with developers, business analysts, and IT teams to ensure alignment between testing outcomes and business requirements.

- Participate in Agile/Scrum ceremonies like sprint planning, daily stand-ups, and retrospectives.

Documentation : - Document test results and prepare comprehensive test reports for stakeholders.

- Ensure all testing artifacts are properly maintained in test management tools.

Required Skills : - Strong experience in testing Service Now ITSM modules (Incident, Problem, Change, Knowledge, etc.).

- Hands-on experience with Service Now Automated Test Framework (ATF) and other test automation tools like Selenium.

- Experience with testing methodologies: functional testing, regression testing, integration testing, UAT.

- Familiarity with Service Now platform capabilities and customizations.

- Working knowledge of ITIL processes and frameworks.

- Experience with API testing and integration validation.

- Proficiency in defect tracking and test management tools (e.g., JIRA, Test Rail).

- Strong analytical skills with attention to detail.

- Effective communication and collaboration skills.

Preferred Qualifications : - Certification in Service Now ITSM or relevant Service Now modules.

- Certification in ITIL Foundation or higher.

- Experience working in Agile environments and familiarity with Agile testing practices.

Educational Background : - Bachelor's degree in Computer Science, Information Technology, or related field.

- Relevant testing certifications such as ISTQB will be an added advantage.

(ref:hirist.tech)