ServiceNow QA Lead

Job Description: Role Summary We are looking for a Service Now QA Lead with ~8–10 years of experience (must have 4–6 years in Service Now) to drive end-to-end testing, own release-level quality, and lead QA activities for Smart Apps. The role involves strong stakeholder engagement, QA governance, and ensuring high-quality, risk-free deliveries. Key Responsibilities Own end-to-end QA for releases – test strategy, planning, execution, and sign-off Define and drive QA governance, standards, and best practices across projects Lead functional, regression, integration, and UAT testing cycles Validate Service Now configurations, customizations, and integrations Establish and drive test automation (ATF/Selenium) to improve coverage and efficiency Manage defect lifecycle and ensure timely resolution with development teams Perform data validation and ensure integrity across Service Now modules Provide test metrics, dashboards, and quality insights to leadership Handle stakeholder management – work closely with business, product owners, and client teams for sign-offs and expectations Drive risk identification and mitigation related to quality and delivery timelines Support major releases, upgrades, and production validation Skills & Experience Strong experience in Service Now QA / Testing, with leadership exposure Deep understanding of Service Now platform and core modules (ITSM, CSM, etc.) Hands-on with: Test strategy & planning Automation tools (ATF preferred, Selenium, etc.) Knowledge of Service Now configuration basics (workflows, scripting, integrations) Experience in Agile / Scrum delivery models Strong analytical, problem-solving, and communication skills Certifications Mandatory: CSA (Certified System Administrator) Good to have: CSM / ITSM / other Service Now certifications Knowledge and/or micro-certification in at least one of the following: Customer Service Management (CSM) (preferred) Playbooks Flow Designer Now Assist / AI Platform Analytics Predictive Intelligence Service Portal Catalog Items Automated Test Framework (ATF) JL9 Expectations Acts as QA Lead for a module or project Owns quality outcomes and release readiness Drives stakeholder communication and sign-offs Mentors team members and promotes automation and best practices Provides proactive risk and quality insights to leadership At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here. DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.