What are the responsibilities and job description for the Quality Assurance Analyst (ServiceNow) position at CRI Advantage?
CRI is seeking a detail-oriented and proactive Quality Assurance Analyst to lead and execute testing strategies for ServiceNow implementations across the module offerings, including (but not limited to) ITSM, ITOM, and CSM. As a key member of our Consulting and Implementation team, you will work closely with developers, business analysts, and client stakeholders to validate that ServiceNow solutions meet business needs and maintain high standards of quality, performance, and user experience.
This role is ideal for someone with strong experience in enterprise QA practices, a solid understanding of ServiceNow capabilities, and a commitment to ensuring successful client outcomes.
Key Responsibilities:
- Develop, execute, and maintain test plans and test cases for ServiceNow implementations.
- Validate ServiceNow configurations, workflows, business rules, and integrations against business requirements.
- Perform functional, regression, integration, and user acceptance testing (UAT) for ServiceNow projects.
- Collaborate with developers and project managers to identify and resolve defects early in the development lifecycle.
- Document defects clearly and track resolution through defect management tools.
- Participate in agile sprint planning, reviews, and retrospectives to ensure QA coverage and feedback integration.
- Ensure that all ServiceNow implementations are compliant with CRI's quality standards and client-specific requirements.
- Assist in the development and refinement of QA processes and best practices to support scalable and repeatable delivery.
- Support automation initiatives and test scripting as needed, particularly for recurring test scenarios.
Qualifications:
- 3 years of experience in a QA or software testing role, ideally within IT service management or enterprise platforms.
- Experience testing ServiceNow implementations, particularly across ITSM, ITOM, or CSM modules.
- Familiarity with ServiceNow test automation tools (e.g., ATF - Automated Test Framework).
- Strong understanding of QA methodologies (Agile, Scrum, SDLC, STLC) and testing documentation practices.
- Basic understanding of ITIL processes and how they relate to ServiceNow implementations.
- Excellent analytical skills, attention to detail, and ability to work independently.
- Strong communication skills to coordinate across technical and business teams.
Preferred Attributes:
- ServiceNow certification(s) in ITSM, ITOM, and/or CSM modules.
- Experience working in a client-facing consulting environment.
- Familiarity with API testing or integration validation within ServiceNow.
- Working knowledge of automation tools or scripting languages (e.g., JavaScript, Python).
- Enthusiasm for continuous learning and staying up-to-date with ServiceNow platform updates and QA trends.
Why CRI:
At CRI, you'll be part of a team that's passionate about delivering high-impact ServiceNow solutions to clients across industries. You'll play a critical role in ensuring quality and excellence in every deployment, contributing directly to client satisfaction and long-term success. This is a unique opportunity to grow your QA expertise while working on transformative digital workflows with an expert-led, collaborative team.
