Senior ServiceNow Quality Assurance Analyst

About the role

We are seeking a detail-oriented QA Analyst to support our ServiceNow development team and coordinate quality assurance efforts across the organization. This role will provide dedicated QA support to a team of ServiceNow developers, lead User Acceptance Testing (UAT) coordination across multiple business units and help build out automated regression testing capabilities over time. The QA Analyst will also cross-train to serve as backup QA/UAT support for our web application development team and assist with triaging ServiceNow custom application support tickets and change requests. This is a great opportunity for someone who enjoys variety, cross-functional collaboration, and building QA processes from the ground up. Located in Bloomington, MN with a hybrid office setting.

Responsibilities

• Partner with ServiceNow developers to test new features, enhancements, and custom applications prior to release
• Design, execute, and document test cases and test plans for ServiceNow configurations, workflows, and integrations
• Identify, log, and track defects through resolution using ServiceNow (or designated defect tracking tool)
• Validate fixes and perform regression testing on affected areas after changes are deployed
• Serve as the primary point of contact for coordinating UAT across multiple business teams/stakeholders
• Develop UAT test scripts and scenarios in collaboration with business stakeholders and developers
• Schedule and facilitate UAT sessions, gather feedback, and track sign-off approvals
• Communicate testing timelines, status, and outstanding issues to stakeholders and project teams
• Collaborate with development and QA leadership to evaluate and select automated testing tools/frameworks suitable for ServiceNow and web application environments
• Assist in building, maintaining, and expanding an automated regression test suite over time
• Document automated test coverage and help transition manual regression tests to automated scripts where feasible
• Cross-train on the web application development team's QA and UAT processes to serve as backup coverage
• Step in to support web application testing during peak periods, absences, or resource gaps
• Maintain familiarity with both ServiceNow and web application testing standards, tools, and documentation
• Assist in triaging incoming support tickets and change requests for ServiceNow custom applications
• Perform initial assessment of reported issues to determine severity, reproducibility, and appropriate routing
• Support prioritization discussions with developers and business stakeholders
• Help maintain documentation of common issues, resolutions, and known workarounds

Requirements

• 2+ years of experience in a QA Analyst, Test Analyst, or similar quality assurance role
• Experience testing ServiceNow applications, workflows, or configurations (or strong aptitude to learn quickly)
• Familiarity with UAT coordination, including working directly with non-technical business stakeholders
• Solid understanding of QA fundamentals: test case design, defect tracking, regression testing, and test documentation
• Strong communication skills, with the ability to coordinate across multiple teams and manage competing priorities
• Detail-oriented with strong analytical and problem-solving skills
• Experience with test automation tools (e.g., Selenium, Playwright, ServiceNow ATF, or similar) (preferred)
• Experience testing web applications in addition to platform/ITSM tools (preferred)
• ServiceNow certification(s) (e.g., CSA - Certified System Administrator) a plus (preferred)
• Experience with ticketing/ITSM tools for triaging support requests and change management processes (preferred)
• Familiarity with Agile/Scrum development methodologies (preferred)
• Ability to work in a hybrid office setting in Bloomington, MN (preferred)

Benefits

• Competitive compensation package, including base salary and performance-based bonus