ITSM Software Test Engineer (ServiceNow)

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Job Description

The Opportunity

We are seeking a highly skilled and detail-oriented Software Test Engineer with proven expertise in ServiceNow ITSM testing. This role is essential to ensuring the quality, performance, and reliability of our ServiceNow platform while maintaining alignment with Takeda’s business objectives and compliance requirements (including GxP and SOX).

The Software Test Engineer will lead and participate in end-to-end testing activities across multiple ITSM modules, collaborating closely with developers, business analysts, and product owners. Beyond executing and automating test scenarios, this role will actively shape our testing strategy, mentor junior testers, and drive the adoption of testing best practices.

Key Responsibilities

Test Planning & Strategy:

• Collaborate with business analysts and product owners/Managers to understand requirements, user stories, and acceptance criteria.
• Ensure all requirements and processes comply with Takeda’s GxP, SOX, and other regulatory standards
• Develop comprehensive test strategies, test plans, and test cases tailored to ServiceNow ITSM applications.
• Ensure test coverage across functional, regression, integration, performance, and UAT testing.
• Align test efforts with release schedules, Agile ceremonies, and sprint planning.

Test Execution:

• Execute manual and automated test cases to validate ServiceNow ITSM configurations and customizations.
• Validate workflows across core ITSM modules, including but not limited to:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Knowledge Management
  • CMDB

• Identify, document, and track defects in JIRA, or equivalent tools.
• Perform impact analysis to ensure that new features or patches do not disrupt existing functionality.

Test Automation & Tools:

• Build, enhance, and maintain automation scripts using ServiceNow Automated Test Framework (ATF).
• Leverage automation tools such as Selenium, TestNG, or equivalent frameworks when applicable.
• Integrate test automation into CI/CD pipelines to support continuous testing and faster delivery cycles.
• Maintain a reusable library of test scripts to ensure efficiency and consistency across projects.

Collaboration & Stakeholder Engagement:

• Collaborate closely with developers, architects, and business stakeholders to ensure requirements are testable and verifiable.
• Participate actively in Agile ceremonies (daily stand-ups, sprint planning, sprint reviews, retrospectives).
• Provide metrics, dashboards, and reports to stakeholders for transparency into testing progress and quality status.
• Coordinate with UAT testers and business teams to support acceptance testing and issue resolution.

Leadership & Best Practices:

• Mentor and guide junior test team members on ServiceNow ITSM testing practices.
• Drive adoption of testing best practices, including shift-left testing, test automation, and continuous improvement.
• Contribute to knowledge sharing and documentation of testing processes, standards, and playbooks.
• Serve as a subject matter expert (SME) for ServiceNow ITSM testing within the organization.

Required Skills & Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3+ years of overall testing experience dedicated to ServiceNow ITSM testing.
• Strong firsthand expertise with ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB).
• Proficiency in ServiceNow Automated Test Framework (ATF).
• Experience with manual and automated testing methodologies, including regression and performance testing.
• Strong understanding of Agile/Scrum methodology and related tools (JIRA, ServiceNow Agile).
• Excellent problem-solving, analytical, and debugging skills.
• Strong verbal and written communication skills, with the ability to interact effectively across business and technical teams.

Preferred Qualifications

• ServiceNow certifications such as Certified System Administrator (CSA) – Required.
• Experience with ServiceNow integrations and API testing.
• Familiarity with CI/CD pipelines and DevOps practices.
• Exposure to other ServiceNow modules such as HRSD, CSM, ITBM, or Security Operations.
• Experience with test management tool like qTest.
• Prior experience in mentoring testing teams or leading testing efforts in large ServiceNow implementations.

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