Senior Functional Consultant - ServiceNow

Your Key Responsibilities

• Lead ServiceNow testing and quality assurance activities across implementation projects, enhancements, releases, and steady-state support engagements.
• Work with business stakeholders, product owners, architects, developers, and support teams to understand requirements and validate business processes.
• Own end-to-end testing delivery across the project lifecycle, ensuring quality releases, timely execution, and effective risk management.
• Define and maintain test strategies, test plans, testing standards, quality metrics, and QA best practices.
• Convert requirements, process flows, user stories, and acceptance criteria into test scenarios, test cases, and validation activities.
• Ensure test coverage across functional, integration, system, regression, smoke, end-to-end, and user acceptance testing.
• Manage the defect lifecycle, including prioritization, triage, root cause analysis, resolution tracking, validation, and regression testing.
• Support ITIL-aligned Incident, Problem, Change, Request, Release Management, and Continual Service Improvement processes.
• Facilitate discussions between business, delivery, support, and partner teams to clarify requirements, resolve issues, and support delivery outcomes.
• Track testing progress, quality risks, service trends, and release readiness, providing timely status updates and escalations.
• Support release planning, deployment validation, hypercare, production issue management, service transition, and improvement initiatives.
• Coach testing team members through test reviews, knowledge sharing, and continuous quality improvement.

To Qualify for the Role, You Must Have

• Bachelor's degree in computer science, Information Technology, Engineering, Business Information Systems, or a related discipline.
• Minimum 5 years in ServiceNow testing, quality assurance, functional consulting, or platform delivery.
• Experience working across both ServiceNow implementation projects and steady-state support or managed services engagements.
• Proven experience leading testing or QA teams in enterprise-scale ServiceNow programs.
• Strong understanding of ServiceNow platform capabilities, service management processes, workflows, and operational support models.
• Hands-on experience in test strategy, test planning, test case design, defect management, quality governance, and release readiness.
• Strong knowledge of ITIL practices, including Incident, Problem, Change, Request, Release Management, and Continual Service Improvement.
• Experience supporting requirements workshops, process validation, acceptance criteria definition, and solution validation.
• Experience working in Agile/Scrum environments with strong stakeholder management and communication skills.
• Hands-on experience with deployment validation, production support, service transition, and operational readiness activities.
• Strong analytical, problem-solving, facilitation, leadership, and stakeholder management skills.
• ServiceNow Certified System Administrator (CSA) certification.

Ideally, You'll Also Have

• ServiceNow Certified Implementation Specialist (CIS) certifications.
• ITIL Foundation certification, with advanced ITIL certifications preferred.
• ServiceNow Automated Test Framework (ATF) micro-certification or hands-on test automation experience.
• Professional testing certifications such as ISTQB, Agile Tester, or equivalent.
• Experience leading distributed teams and working with complex stakeholder groups.
• Experience delivering services in regulated industries such as Banking, Financial Services, Insurance, Healthcare, or Government.
• Strong planning, organization, facilitation, negotiation, and conflict resolution skills.
• Customer-focused mindset with a strong focus on quality, governance, service excellence, and continuous improvement.

What We Look For

A motivated and results-driven ServiceNow professional with strong testing leadership, quality assurance, functional understanding, and ITIL-based service management experience.

The ideal candidate has delivered ServiceNow implementation projects and supported steady-state operations, with the ability to validate requirements, manage test delivery, support release readiness, and drive quality outcomes. Success in this role requires strong stakeholder engagement, process understanding, team leadership, and the ability to work across business and technical teams to improve delivery quality, service stability, and overall ServiceNow outcomes.