Senior ServiceNow ITSM Quality Assurance Analyst (Remote) NI

The Work: ICF’s Digital Modernization Division is seeking an ITSM Quality Assurance (QA) Analyst with hands-on ServiceNow experience to support NIH projects. In this role, you will help ensure the quality, reliability, and usability of ServiceNow-based ITSM solutions by partnering with developers, business analysts, product owners, and stakeholders across cross-functional teams. The QA Analyst will validate ServiceNow configurations, enhancements, workflows, and low-code solutions to ensure they meet requirements, support ITIL-aligned processes, and perform effectively in a federal client environment. This role includes functional, regression, and user acceptance testing for ITSM modules and related platform updates. Local candidates may be expected to work at the client site in Rockville, MD, at least 1-2 days per week. What You Will Do In this role, you will support one or more project teams by: Use SN Agile and related tools to track testing progress, defects, risks, dependencies, and quality metrics across ServiceNow delivery work. Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives. Participate in requirements reviews, backlog grooming, and sprint planning to identify test scenarios, risks, and impacts to ServiceNow ITSM workflows. Work with the project team during sprint planning to identify risks and potential system impacts. Develop, document, and execute test plans, test cases, and test scripts for ServiceNow enhancements and releases. Perform functional, regression, and user acceptance testing for ServiceNow ITSM modules, workflows, and web-based applications. Partner with developers and platform administrators to troubleshoot issues, validate fixes, and support root-cause analysis for ServiceNow defects. Execute test cases, document defects with clear reproduction steps, and partner with developers to support bug fixes and change requests. Review user stories and acceptance criteria and create test scenarios and scripts for ServiceNow enhancements using clear, traceable test documentation. Develop and maintain test plans (automated where applicable, eg ServiceNow ATF, Playwright, or other testing tools), test cases, regression suites, and validation documentation for ServiceNow releases, update sets, and new functionality. Support testing for ServiceNow platform upgrades, patches, and configuration changes to confirm stability across ITSM processes. Advise on and advocate for rigorous QA processes and documentation on projects and within the organization. Conduct demos or training necessary for the successful execution of the project Communicate effectively with a wide variety of technical and non-technical audiences What You Will Bring with You : Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related scientific/technical discipline 6+ years of QA experience testing web-based applications, including functional, regression, and user acceptance testing. 3+ years of experience working in Agile delivery environments with user stories, sprint ceremonies, and defect tracking tools. 1+ years of hands-on experience testing or supporting ServiceNow-based ITSM solutions and workflows. 1+ years of experience with API and integration testing 1+ years of experience with Agile or Scrum development methodologies 1+ years of working knowledge of ITSM concepts and ITIL-aligned processes such as incident, request, problem, and change management. Candidate must be able to obtain and maintain a Public Trust with the government Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S. Must be a United States (U.S.) Citizen or Green card, and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract, and laws do apply What We Would Like You to Bring with You: Software testing certification and/or ServiceNow certification. Experience with Agile Scrum methodology and testing within iterative delivery cycles. Strong analytical, problem solving, and time management skills Ability to work independently and collaboratively with strong organizational, reporting, and time management skills. Familiarity with ServiceNow releases, update sets, platform upgrades, or automated testing practices such as ATF. Strong attention to detail and the ability to create clear, accurate test documentation. Professional Skills Strong analytical, problem-solving, communication, and stakeholder collaboration skills in a structured QA environment. #DMX24 #Indeed #LI-CC1 #Clearance #ICN24 Working at ICF ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email View email address on click.appcast.io and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at View email address on click.appcast.io. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed. Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is: $81,499.00 - $138,549.00 Nationwide Remote Office (US99) Need help? We're here: View email address on click.appcast.io About ICF ICF is a global consulting and technology services company with approximately 9,000 employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.