Senior ServiceNow ITSM Quality Assurance Analyst (Remote) NI

ITSM Quality Assurance Analyst

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

• 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.