ServiceNow Quality Assurance Testing & Application Support Specialist - ServiceNow Quality Assurance Testing & Application Support

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

The ServiceNow Quality Assurance Testing & Application support Specialist is a subject matter expert, responsible for supporting with every phase of the development process to ensure that the design and software adhere to company standards. The role combines functional testing and quality assurance with day-to-day application support across the ServiceNow platform.

The role involves validation of enhancements, defect fixes, integrations, upgrades and configuration changes before production deployment, investigating functional incidents, supporting user acceptance testing and working closely with product & process owners, L1 & L2 level ServiceNow administrators and engineers.

What we are looking for

Key Responsibilities:

• Review complex and functional requirements, user stories and acceptance criteria, and translate them into clear test scenarios and reusable test cases.
• Execute comprehensive functional, integration, regression, negative, access-control, end-to-end and release validation testing.
• Validate ServiceNow workflows, approvals, SLAs, notifications, assignment rules, catalogue items, reports, dashboards, roles and user access.
• Document defects with reproducible steps, evidence, severity, business impact, expected results and actual results; retest fixes and confirm closure.
• Investigate complex incidents and functional issues escalated by L1 & L2 support, reproduce them in a suitable non-production environment and identify whether the cause relates to guidance, data, access, configuration or a platform defect.
• Resolve approved functional issues and escalate complex scripting, integration, security, architectural or development defects to Engineering with complete diagnostic evidence.
• Prepare UAT scenarios, coordinate test readiness, support business testers and maintain execution and sign-off evidence.
• Perform smoke and regression testing for releases, upgrades, patches, deployments and environment clones.
• Create and maintain ServiceNow Automated Test Framework tests for stable, repeatable and business-critical and enterprise- scale scenarios.
• Maintain test plans, execution evidence, defect records, knowledge articles and quality status reporting in line with change-control and audit requirements.
• Identify recurring issues and opportunities to improve regression coverage, automation, support knowledge and release quality.

Knowledge & Attributes:
Demonstrated knowledge & experience in following areas:

• IT Service Management (ITSM), including Incident, Major Incident, Problem, Change, and Request Management.

• Service Catalog, Knowledge Management, and Service Level Management.

• CMDB, Discovery, and Service Mapping.

• IntegrationHub, MID Server, and REST-based integrations.

• Automated Test Framework (ATF).

• Employee Center, Universal Request, and Universal Task.

• Hardware Asset Management (HAM) and Software Asset Management (SAM).

• Customer Service Management (CSM), Strategic Portfolio Management (SPM), and Integrated Risk Management (IRM).

• Strong focus on quality, compliance, and risk management in the delivery of testing and support activities.

• Demonstrated analytical and systematic problem-solving skills with the ability to diagnose, troubleshoot, and resolve complex issues.
• High level of attention to detail with a commitment to accuracy and completeness.
• Effective verbal and written communication skills, with the ability to convey technical information clearly and concisely to diverse stakeholders.
• Strong customer and service-oriented mindset, with a focus on delivering a positive user experience.
• Proven ability to collaborate effectively within cross-functional teams while demonstrating ownership and accountability for outcomes.
• Commitment to adhering to established processes, standards, and best practices, while actively contributing to continuous improvement initiatives.

Academic Qualification & Certifications:

• Bachelor's degree or equivalent in Information Technology, Computer Science, or a related field.
• ServiceNow Certified System Administrator certification.
• ServiceNow Automated Test Framework training or micro-certification.
• Relevant ServiceNow Certified Implementation Specialist certification.
• Experience with ServiceNow upgrades, patches, release regression and UAT coordination.
• Experience working in Agile, Scrum or Kanban delivery environments and using tools such as Jira or Azure DevOps.
• Experience in a regulated, security-conscious or audit-controlled environment

Required experience:

• Demonstrable specialist-level experience with ServiceNow upgrades, patches, release regression and UAT coordination.
• Prior experience working in Agile, Scrum or Kanban delivery environments and using tools such as Jira or Azure DevOps.
• Prior experience of working in a regulated, security-conscious or audit-controlled environment.

Work conditions & other requirements:

• Working in Hybrid mode with occasional work from office and on-site collaboration as required.
• Flexibility to work across global time zones.

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.