Manager, Software Quality Assurance / Testing: ServiceNow

Role Overview

• The ServiceNow QA Manager is responsible for defining, embedding, and governing the quality assurance framework across all ServiceNow development delivered within NTT DATA — whether that originates from the ServiceNow Practice, the Business Application Services ATS development team, or the automations function. This role acts as the quality gateway across all development streams, ensuring that nothing reaches production without meeting the defined quality and testing standards.
• As a player-manager role in the early stages of the QA function, the QA Manager will be hands-on in testing activities while also building out the function's capability, tooling, and governance. They will establish and own the automated testing framework, maintain the regression test suite, and lead testing governance for all major releases including platform upgrades.

Key Responsibilities

• Define, own, and continuously improve the QA framework, testing standards, and governance processes for all ServiceNow development across the practice.
• Act as the quality gateway for all development — Practice, ATS, and automations — ensuring no release progresses to production without meeting defined quality criteria.
• Build, maintain, and evolve the automated testing framework for the ServiceNow platform, reducing regression test time and increasing release confidence.
• Own and manage the regression test suite, ensuring it remains accurate, up to date, and appropriately scaled as the platform evolves.
• Define and maintain test case standards, test scripts, and test data management across all product domains.
• Lead testing governance for platform upgrades, coordinating A/B testing and regression testing to validate that upgrades do not introduce defects or regression.
• Coordinate and facilitate UAT activities in partnership with Business Analysts and business stakeholders, ensuring clear sign-off criteria are in place and met.
• Produce testing quality metrics and governance reporting for the Practice Lead and relevant governance forums.
• Identify and escalate quality risks, defects, and test failures, working with developers and delivery managers to ensure timely resolution.
• Where the team is small, actively execute testing alongside governance — including functional, regression, integration, and exploratory testing.
• Build and manage the QA Engineer function as the team scales, setting standards, providing mentorship, and reviewing testing output.

Essential Experience & Skills

• Proven experience in a QA Manager or senior QA role within a ServiceNow or enterprise platform delivery environment.
• Hands-on experience with ServiceNow test automation tooling — ATF Automated Test Framework is essential.
• Strong understanding of testing methodologies including functional, regression, integration, UAT, and exploratory testing.
• Experience building and maintaining automated test suites and regression test repositories.
• Ability to define and implement quality governance frameworks across multiple development teams and streams.
• Experience coordinating UAT with business stakeholders — including defining acceptance criteria, managing test cycles, and facilitating sign-off.
• Strong communication skills — able to report quality status clearly to both technical and non-technical audiences.

Desirable

• Experience with platform upgrade testing in ServiceNow, including A/B and regression test coordination.
• Familiarity with ISTQB or equivalent testing certification frameworks.
• Experience with broader test automation tools e.g. Selenium, Tosca, or similar in addition to ServiceNow ATF.
• Exposure to CI/CD pipelines and automated deployment testing in a ServiceNow context.
• ServiceNow Certified System Administrator CSA or product certification.

Behaviours & Competencies

• Quality-driven — sets and upholds high standards, with zero tolerance for releasing untested or poorly tested code.
• Collaborative — works effectively with developers, BAs, Product Owners, and business stakeholders across all teams.
• Influential — able to enforce testing governance across teams that do not report directly to them.
• Pragmatic — balances thorough testing with delivery pace, finding the right level of coverage for each context.
• Growth mindset — actively builds the QA function's capability, tooling, and maturity over time