ServiceNow Business Process Analyst/QA
Core
Partner with business teams and IT to gather requirements, design solutions, and execute testing for ServiceNow implementations across CSM, FSM, MCO, and APO domains.
Role type
ServiceNow Business Process Analyst / QA Engineer
Builds
Functional test cases, regression test suites, SOPs, and process flows for ServiceNow applications.
Domain
IT Service Management (ITSM) and Customer Service Management (CSM) within the ServiceNow platform.
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow configuration, ServiceNow ATF (Automated Test Framework), functional test case design, requirements gathering, process flow design, HLD/LLD definition, ITSM domain knowledge, CMDB management, Agile/SAFe/Waterfall methodologies, reporting and data analysis.
Preferred skills
CSM, ITOM, FSM, HRSD, SPM domain experience, Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks, ITIL Expert certification, ServiceNow CSA certification.
Technologies
ServiceNow, Visio, Microsoft Office Suite.
Responsibilities
Translate business needs into functional specifications and process flows; build ServiceNow ATF test cases and SOPs; design regression test suites for upgrades; ensure traceability from requirements to validation results; collaborate with stakeholders to define project requirements; support development of project plans and timelines; conduct research to support business decision-making.
Seniority
Mid-level, hands-on IC
