Role Proficiency:

Leverage specialist testing knowledge to define and implement test practices and strategies for a portfolio or program

Outcomes:

      Analyse Recommend and Implement testing practices in projects      Assess existing tools/frameworks and propose enhancements      Customize and Implement Testing Tools and Frameworks      Define Test Strategy for a Program      Conduct Technical Review of Projects and Identify risks/issues      Drive the capture and delivery of Test Metrics

Measures of Outcomes:

     Test Coverage      Test Automation Coverage      Savings from Optimization      Savings from Automation      Defect Removal efficiency      No: of Kaizens initiated and implemented      Cost savings for the customer      Cost saving from carrying out Test Optimization exercise Continuous service improvements

Outputs Expected:

Test Strategy:

Define and implement test strategy Define and baseline tool strategies Define and document test environment and test data strategies Perform feasibility study for recommended solutions

Knowledge Management:

Publish best practices and guidelines
standards
white paper
etc.

Test Reporting:

Conduct cost benefit analysis

Test Design
Development
Execution:

Create strategies for test optimization Carry out gap analysis and identify improvement areas Identify program goals and define KPI's and SLA's Identify and implement industry wide best practices

Test Planning:

Perform test maturity assessments
provide recommendations and define roadmaps Identify candidate for automation by prioritization

Skill Examples:

     Ability to define test strategies      Ability to manage and evaluate the test tools and frameworks      Ability to create re-usable assets      Ability to identify test practice gaps and provide recommendations      Ability to perform test maturity assessments Ability to define service improvement roadmaps

Knowledge Examples:

     Knowledge of Automation Techniques      Knowledge of Testing methodologies      Knowledge of Test Automation tools and frameworks      Knowledge of Automation ROI analysis      Knowledge of industry wide KPI's Knowledge of Test Data and Test Env requirement identification

Additional Comments:

Job Title: Quality Analyst Lead – ServiceNow Experience Required: 10+ Years Job Summary: We are looking for a seasoned Quality Analyst Lead with 10+ years of experience in software testing and quality assurance, including at least 3+ years in a leadership or delivery management role. The ideal candidate will have a strong hands-on testing background, deep understanding of testing methodologies, and experience in managing QA delivery across complex projects. Knowledge of the ServiceNow platform is essential, including testing across ITSM, ITOM, CSM, or other modules. ________________________________________ Key Responsibilities: Quality Assurance & Testing: • Design and implement comprehensive test strategies, plans, and scripts (manual and automated) for various application modules, especially in ServiceNow. • Ensure end-to-end test coverage including functional, integration, regression, performance, and user acceptance testing. • Work closely with business analysts and developers to understand requirements and translate them into test scenarios. • Lead defect management processes – logging, tracking, triaging, and ensuring timely resolution. • Perform hands-on testing activities when required, especially during critical releases or complex modules. Leadership & Delivery Management: • Lead and manage a team of QA Analysts, providing guidance, mentorship, and performance feedback. • Drive QA delivery planning, execution, and resource allocation to meet project timelines and quality goals. • Collaborate with cross-functional teams including project managers, developers, architects, and product owners. • Participate in Agile/Scrum ceremonies and ensure QA involvement across all sprints and releases. • Monitor and report key QA metrics like test progress, defect leakage, coverage, and quality trends. ServiceNow QA Expertise: • Ensure thorough testing of ServiceNow modules, including custom workflows, UI policies, business rules, and integrations. • Validate configuration, workflows, and forms within ServiceNow instances as per user stories and requirements. • Familiarity with Automated Test Framework (ATF) in ServiceNow is a plus. • Support testing of ServiceNow integrations with third-party applications and external systems. ________________________________________ Required Skills & Qualifications: • 10+ years of experience in Software Testing/Quality Assurance. • 3+ years in a QA Lead or Delivery Management role. • Solid understanding of QA best practices, test planning, execution, and reporting. • Strong experience with testing tools like JIRA, ALM, Selenium, Postman, SoapUI, etc. • Hands-on experience with Agile/Scrum methodologies. • Proficient in ServiceNow platform and module-level testing. • Experience in API testing, data validation, and integration testing. • Strong communication, problem-solving, and stakeholder management skills. • Certification in ServiceNow Fundamentals or QA tools (preferred). ________________________________________ Preferred Qualifications: • Experience working with international clients or distributed Agile teams. • Familiarity with automated testing frameworks, especially in ServiceNow (e.g., ATF). • ISTQB or similar QA certification is a plus. • Exposure to ITSM, CSM, ITOM, or other ServiceNow modules is highly desirable.