ServiceNow QA Consultant – CSM, ITSM

Joyful Craftsmen

ServiceNow QA Consultant responsible for collaborating on CSM solutions design and implementation. Focused on quality assurance and enhancements on the ServiceNow platform.

Posted 7/20/2026full-time🇷🇸 SerbiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in configuring and customizing ServiceNow solutions, particularly in Customer Service Management (CSM) and IT Service Management (ITSM). Proficient in designing automated testing frameworks and implementing quality assurance best practices within Agile environments.

Highest-signal resume keywords

ServiceNow CSMServiceNow ITSMServiceNow Automated Test Framework (ATF)Test Automation Best PracticesAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ConfigurationTest Strategy DefinitionTest Case DesignRegression TestingRoot Cause AnalysisSoftware Testing MethodologiesQuality Assurance PrinciplesAutomated TestingManual TestingTest Library Maintenance

Soft Skills

Analytical SkillsProblem-Solving SkillsCommunication SkillsStakeholder ManagementCollaboration Skills

Industry Keywords

Quality EngineeringTest AutomationContinuous ImprovementDevelopment LifecycleAgile Ceremonies

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Configure, customize, and enhance ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) solutions.
Collaborate with Product Owners, Solution Architects, developers, and business stakeholders to understand requirements and translate them into technical and testing solutions.
Design, create, and maintain Automated Test Framework (ATF) tests to support platform quality and release readiness.
Structure, maintain, and continuously improve reusable test libraries and automated test assets.
Define test strategies, test scenarios, and test cases for new features, enhancements, and platform releases.
Review requirements and ensure solutions meet functional, quality, and usability standards.
Support defect management, root cause analysis, regression testing, and release validation activities.
Review and optimize existing ATF implementations and recommend improvements.
Promote quality engineering and test automation best practices across the team.
Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, and retrospectives.
Work closely with developers to integrate quality assurance throughout the development lifecycle.
Contribute to the continuous improvement of development, testing, and delivery processes.

Requirements

What you’ll need

Experience developing, configuring, and customizing solutions on the ServiceNow platform.
Strong experience with ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM).
Strong hands-on experience with ServiceNow Automated Test Framework (ATF).
Experience designing and maintaining structured test libraries and reusable test assets.
Solid understanding of software testing methodologies, quality assurance principles, and test automation best practices.
Experience with both manual and automated testing.
Understanding of ServiceNow platform administration, configuration, and scalable solution design.
Familiarity with Agile methodologies such as Scrum or Kanban.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent communication and stakeholder management skills.
Ability to work independently and collaborate effectively within cross-functional teams.
Fluent English, both written and spoken.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Remote work options