Senior ServiceNow Quality Assurance Analyst

Job Description

Job Description

Description

We are seeking a detail-oriented QA Analyst to support our ServiceNow development team and coordinate quality assurance efforts across the organization. This role will provide dedicated QA support to a team of ServiceNow developers, lead User Acceptance Testing (UAT) coordination across multiple business units and help build out automated regression testing capabilities over time. The QA Analyst will also cross-train to serve as backup QA/UAT support for our web application development team and assist with triaging ServiceNow custom application support tickets and change requests. This is a great opportunity for someone who enjoys variety, cross-functional collaboration, and building QA processes from the ground up.

Responsibilities and Duties:

• Partner with ServiceNow developers to test new features, enhancements, and custom applications prior to release
• Design, execute, and document test cases and test plans for ServiceNow configurations, workflows, and integrations
• Identify, log, and track defects through resolution using ServiceNow (or designated defect tracking tool)
• Validate fixes and perform regression testing on affected areas after changes are deployed
• Serve as the primary point of contact for coordinating UAT across multiple business teams/stakeholders
• Develop UAT test scripts and scenarios in collaboration with business stakeholders and developers
• Schedule and facilitate UAT sessions, gather feedback, and track sign-off approvals
• Communicate testing timelines, status, and outstanding issues to stakeholders and project teams
• Collaborate with development and QA leadership to evaluate and select automated testing tools/frameworks suitable for ServiceNow and web application environments
• Assist in building, maintaining, and expanding an automated regression test suite over time
• Document automated test coverage and help transition manual regression tests to automated scripts where feasible
• Cross-train on the web application development team's QA and UAT processes to serve as backup coverage
• Step in to support web application testing during peak periods, absences, or resource gaps
• Maintain familiarity with both ServiceNow and web application testing standards, tools, and documentation
• Assist in triaging incoming support tickets and change requests for ServiceNow custom applications
• Perform initial assessment of reported issues to determine severity, reproducibility, and appropriate routing
• Support prioritization discussions with developers and business stakeholders
• Help maintain documentation of common issues, resolutions, and known workarounds

Education and Experience:

• 2+ years of experience in a QA Analyst, Test Analyst, or similar quality assurance role
• Experience testing ServiceNow applications, workflows, or configurations (or strong aptitude to learn quickly)
• Familiarity with UAT coordination, including working directly with non-technical business stakeholders
• Solid understanding of QA fundamentals: test case design, defect tracking, regression testing, and test documentation
• Strong communication skills, with the ability to coordinate across multiple teams and manage competing priorities
• Detail-oriented with strong analytical and problem-solving skills

Preferred Qualifications:

• Experience with test automation tools (e.g., Selenium, Playwright, ServiceNow ATF, or similar)
• Experience testing web applications in addition to platform/ITSM tools
• ServiceNow certification(s) (e.g., CSA - Certified System Administrator) a plus
• Experience with ticketing/ITSM tools for triaging support requests and change management processes
• Familiarity with Agile/Scrum development methodologies
• Ability to work in a hybrid office setting in Bloomington, MN

Key Competencies:

• Quality Assurance & Test Management: Strong knowledge of test planning, test-case design, execution, defect tracking, regression testing, and test documentation.
• ServiceNow Platform Knowledge: Ability to test ServiceNow configurations, workflows, integrations, and custom applications and to understand how platform changes affect users and connected systems. 
• UAT Coordination & Stakeholder Management: Ability to develop UAT scenarios, facilitate testing across business teams, gather feedback, manage approvals, and communicate effectively with technical and non-technical stakeholders. 
• Test Automation & Continuous Improvement: Experience with—or the aptitude to learn—tools such as ServiceNow ATF, Selenium, or Playwright and progressively convert manual regression tests into automated coverage. 
• Analytical Problem-Solving & Attention to Detail: Ability to reproduce issues, assess severity and business impact, identify root causes, validate fixes, and recognize risks before deployment. 
• Cross-Functional Communication & Prioritization: Ability to coordinate developers, business stakeholders, and QA leadership while managing competing testing priorities, support tickets, change requests, and deadlines.

How This Role Demonstrates Our Values: 

• Integrity: Ensures testing is thorough, accurate, and well-documented while communicating defects, risks, and system limitations transparently. 
• Collaboration: Partners with developers, business stakeholders, and project teams to coordinate testing, resolve issues, and deliver reliable ServiceNow solutions. 
• Excellence: Maintains high standards for system quality, test coverage, defect prevention, and continuous improvement across ServiceNow and web applications.
• Critical Curiosity: Investigates system behavior, identifies root causes and potential risks, and seeks opportunities to strengthen testing processes, automation, and the overall user experience.

Benefits

• Competitive compensation package, including base salary and performance-based bonus opportunities
• 401(k) plan with 100% company match up to 4%
• Comprehensive health coverage: medical, dental, vision, HSA, and FSA options
• Generous paid time off: 20 days PTO, company holidays, and sick time
• Paid parental leave
• Company-paid life insurance and disability coverage
• Employee Assistance Program (EAP): mental health, financial, and wellness support
• Professional development: tuition reimbursement and growth opportunities
• Commuter and transit benefits

Successful applicants will exemplify strong ethics, integrity, respect for others, accountability for decisions and actions, and good citizenship.

Maintaining a reliable, uninterrupted high speed internet connection is a requirement of hybrid or remote positions.

All job duties and responsibilities must be performed within the guidelines of the Verus Residential Mortgage Employee Handbook and established company policies and procedures. It is the responsibility of each employee to maintain confidentiality of the company, its clients and to follow applicable laws and regulations in the performance of duties.

Verus Mortgage Capital is an equal opportunity employer. All qualified applicants are welcomed to apply and will receive consideration for employment without unlawful discrimination because of a person’s race, religious creed, color, national origin, citizenship status, ancestry, marital status, sex, age, or sexual orientation, or because of a person’s disability or medical condition.