Be the one building what's next - where AI, experience and impact come together.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
This role is responsible for ensuring the quality, reliability, performance, and stability of ServiceNow solutions across the enterprise. The Senior QA Engineer partners closely with architects, engineers, administrators, business analysts, product owners, and stakeholders to define testing strategies, validate business requirements, and ensure ServiceNow implementations meet functional, integration, security, and performance expectations.
The Senior QA Engineer serves as a quality advocate throughout the software development lifecycle, driving test automation, continuous testing, and quality engineering practices while helping reduce production defects, operational risk, and release-related issues. This role plays a critical part in supporting DevOps and CI/CD practices, ensuring quality is embedded throughout the ServiceNow delivery lifecycle.
Key Responsibilities
• Define, develop, and execute comprehensive test strategies for ServiceNow implementations, enhancements, integrations, platform upgrades, and releases.
• Create and maintain test plans, test cases, test scripts, test data, and quality documentation for functional, regression, integration, system, and user acceptance testing.
• Lead the design, implementation, and maintenance of automated test suites using ServiceNow Automated Test Framework (ATF) to support regression testing, release validation, and platform upgrades.
• Establish and promote testing standards, automation best practices, and quality gates across ServiceNow development teams.
• Validate ServiceNow solutions across multiple modules including ITSM, ITOM, ITAM, CSM, HAM, SAM, CMDB, Discovery, Service Mapping, and related platform capabilities.
• Test integrations between ServiceNow and external systems, including REST APIs, IntegrationHub, web services, middleware platforms, and third-party applications.
• Collaborate with engineers to integrate automated testing into GitHub-based development workflows, source control processes, and CI/CD pipelines.
• Validate code changes, update sets, application deployments, and release packages prior to production implementation.
• Identify, document, prioritize, and manage defects through resolution, working closely with engineering teams to ensure root causes are addressed.
• Support release readiness reviews and ensure adequate test coverage for platform enhancements, integrations, and defect fixes.
• Validate platform upgrades, patches, releases, and configuration changes to ensure stability and minimize business disruption.
• Develop and maintain quality metrics, dashboards, and reports to provide visibility into testing progress, defect trends, release readiness, and overall platform quality.
• Participate in sprint ceremonies, release planning, and continuous improvement initiatives.
• Support performance, security, integration, and end-to-end testing activities as required.
• Experience testing ServiceNow AI capabilities, including Now Assist, Control Tower, and other platform intelligence features, is highly desirable.
• Fluent English is mandatory, as the role requires daily collaboration with global teams and stakeholders.
Minimum Requirements
• 5+ years of experience in software quality assurance, quality engineering, or testing enterprise applications.
• 3+ years of hands-on experience testing ServiceNow implementations and platform capabilities.
• Strong understanding of software testing methodologies, including functional, regression, integration, system, end-to-end, and user acceptance testing.
• Hands-on experience with ServiceNow Automated Test Framework (ATF), including creation, maintenance, and execution of automated test suites.
• Experience testing ServiceNow modules such as ITSM, ITOM, ITAM, CSM, HAM, SAM, CMDB, Discovery, Service Mapping, or related applications.
• Experience validating integrations using REST APIs, IntegrationHub, web services, and external platforms.
• Experience using Jira, Confluence, GitHub, or similar tools for Agile delivery, defect management, source control, and release management.
• Understanding of CI/CD pipelines, automated testing practices, and DevOps methodologies.
• Understanding of ServiceNow application development lifecycle, source control integration, update sets, and release management processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• ServiceNow Certified System Administrator (CSA) certification.
• ITIL Foundation v3 or ITIL 4 certification.