Servicenow- QA Manager

Job Summary

We are looking for an experienced Manager QA with strong ServiceNow testing leadership experience to drive QA strategy, governance, and delivery across enterprise-scale ServiceNow programs. The ideal candidate will be responsible for managing the overall QA portfolio, leading global QA operations, ensuring consistent testing standards, and aligning quality initiatives with business objectives.

The role requires strong leadership, stakeholder management, decision-making, and expertise in QA strategy, test automation, governance, and continuous improvement.

Key Responsibilities

• Define and drive the QA strategy, governance framework, and quality objectives for ServiceNow projects.
• Manage the overall QA portfolio across multiple ServiceNow programs and engagements.
• Lead enterprise-scale ServiceNow QA delivery, ensuring quality, consistency, and operational excellence.
• Align QA processes, testing practices, and delivery outcomes with business objectives.
• Oversee global QA operations, ensuring standardization, scalability, and continuous improvement.
• Establish and monitor QA metrics, KPIs, dashboards, and quality reporting mechanisms.
• Drive process audits, compliance, risk management, and defect prevention initiatives.
• Oversee test automation strategy and adoption of modern testing practices.
• Collaborate with business stakeholders, delivery leaders, technical teams, and clients to address quality-related priorities.
• Lead, mentor, and develop high-performing QA teams.
• Explore AI-driven QA approaches and innovations to improve testing efficiency and effectiveness.

Required Skills and Experience

• 12 to 20 years of overall QA experience, including leadership experience in ServiceNow testing.
• Strong experience in ServiceNow QA delivery across enterprise and global projects.
• Expertise in QA strategy, test governance, automation, and quality management.
• Experience managing QA portfolios, multiple projects, and cross-functional teams.
• Strong understanding of Agile testing methodologies, SDLC, defect lifecycle, and quality metrics.
• Experience with QA dashboards, reporting, risk management, and continuous improvement.
• Excellent communication, stakeholder management, and decision-making skills.
• Ability to connect quality initiatives with business outcomes and value delivery.
• Strong team leadership, planning, execution, and accountability.

Preferred Skills

• Exposure to global QA operations and distributed delivery teams.
• Experience supporting enterprise-scale ServiceNow environments.
• Knowledge of AI-driven QA and emerging testing technologies.
• Familiarity with ServiceNow Automated Test Framework (ATF), AutomatePro, and other test automation tools.

Certifications

• ServiceNow Certified System Administrator (CSA) or equivalent.
• ISTQB certification.
• Certifications or hands-on expertise in AutomatePro, ServiceNow ATF, ITIL, or PMP.
• Relevant certifications in testing tools, software development lifecycle (SDLC), or quality management.