ServiceNow QA Tester (IT Customer Support Services)

Location: Quantico, VA (Hybrid with Remote Work Eligibility)
Company: G2IT
Clearance Required: Active Secret
Schedule: Full-Time | Hybrid | Up to 10% Travel
Salary Range: $70,000–$80,000 annually, depending on experience and qualifications

Position Overview

G2IT is seeking an experienced ServiceNow QA Tester to support the testing, validation, and quality assurance of an enterprise ServiceNow IT Service Management (ITSM) platform for a Department of War agency.

The ServiceNow QA Tester will be responsible for developing and executing test plans, validating ServiceNow applications and workflows, identifying defects, and ensuring platform enhancements meet business requirements and government acceptance criteria.

The ideal candidate will have hands-on experience testing ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Service Catalog. Candidates should also have experience with ServiceNow Automated Test Framework (ATF), functional testing, regression testing, integration testing, and User Acceptance Testing (UAT).

This position requires close collaboration with ServiceNow developers, business analysts, administrators, and government stakeholders to ensure platform functionality, reliability, security, and overall user experience.

Key Responsibilities

Develop and execute detailed test plans, test cases, and test scripts specifically for ServiceNow applications, ITSM modules, workflows, and platform enhancements.
Perform functional, regression, integration, end-to-end, and negative testing across ServiceNow environments.
Test ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.
Validate ServiceNow Service Catalog items, request fulfillment workflows, approvals, notifications, and automated business processes.
Develop, execute, and maintain automated test cases using ServiceNow Automated Test Framework (ATF).
Perform regression testing following ServiceNow platform upgrades, patches, releases, and configuration changes.
Test ServiceNow Service Portal functionality, forms, dashboards, and user-facing applications to ensure they meet documented requirements.
Validate ServiceNow business rules, client scripts, UI policies, Flow Designer workflows, and other platform configurations from a functional testing perspective.
Test ServiceNow integrations with external applications, Active Directory, APIs, and enterprise systems to verify data accuracy and functionality.
Validate ServiceNow CMDB functionality, configuration item relationships, and data integrity where applicable.
Test incident and request lifecycle workflows, including ticket assignment, escalation, resolution, customer confirmation, reopening, and closure.
Identify, document, track, and retest defects, working closely with ServiceNow developers and administrators to ensure timely resolution.
Support User Acceptance Testing (UAT) by preparing test scenarios, coordinating testing activities, and documenting results for government stakeholders.
Participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and release planning.
Perform Section 508/WCAG accessibility testing of ServiceNow portals, forms, and user interfaces.
Support security-focused testing, including role-based access controls, user permissions, input validation, and data handling.
Maintain test documentation, defect reports, test execution results, and quality assurance metrics.
Collaborate with ServiceNow Business Analysts to ensure test cases align with business requirements, user stories, and acceptance criteria.

Required Qualifications

Bachelor's degree and a minimum of 3 years of related experience. An additional 4 years of relevant experience may be substituted for the degree.
Must be a U.S. Citizen.
Must possess an active DoD Secret clearance (favorably adjudicated T3/T3R).
Minimum of 3 years of software testing or quality assurance experience supporting enterprise applications.
Hands-on experience testing ServiceNow applications, ITSM modules, workflows, or platform enhancements.
Experience with ServiceNow Automated Test Framework (ATF) or comparable automated testing tools.
Working knowledge of ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Service Catalog.
Experience developing and executing functional, regression, integration, and end-to-end test cases.
Experience testing ServiceNow workflows, business processes, forms, notifications, and Service Catalog functionality.
Experience documenting defects, tracking issues, and validating fixes throughout the testing lifecycle.
Familiarity with ServiceNow Service Portal, CMDB, and platform integrations.
Experience working in Agile environments and supporting User Acceptance Testing (UAT).
Working knowledge of Section 508/WCAG accessibility testing.
Strong analytical, troubleshooting, documentation, and communication skills.
Ability to work independently and collaborate with ServiceNow developers, administrators, and business stakeholders.

Preferred Qualifications

ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Application Developer (CAD).
ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM).
ISTQB Certified Tester (Foundation or Agile).
CompTIA Security+ CE certification.
Experience building and maintaining automated test suites using ServiceNow ATF.
Experience testing ServiceNow Flow Designer, IntegrationHub, Virtual Agent, and Service Portal functionality.
Experience with Selenium, Playwright, or other automated testing frameworks.
Experience testing ServiceNow integrations using REST/SOAP APIs.
Familiarity with ServiceNow CMDB, Discovery, and Configuration Management processes.
Experience with accessibility testing tools such as ANDI, axe, JAWS, or NVDA.
Experience supporting DoD, federal government, or other compliance-driven IT environments.
Familiarity with secure coding standards, NIST SP 800-218 SSDF, and security testing practices.
Experience testing Microsoft Power Platform, SharePoint, or Power BI solutions.

Annual Salary: $70,000–$80,000, depending on experience and qualifications.

ServiceNow QA Tester (IT Customer Support Services)