TESTING | QA TESTING | SCRIPTING

Role and Accountabilities:

We are seeking an experienced ServiceNow Tester with 5+ years of hands-on testing experience in the ServiceNow platform. The ideal candidate will specialize in ServiceNow Virtual Agent, AI-driven self-service and deflection, and ServiceNow Portal & Mobile architecture, ensuring high-quality, scalable, and user-centric solutions across web and mobile channels.
Key Responsibilities
•  Design, develop, and execute test strategies, test plans, and test cases for ServiceNow applications.
•  Perform functional, integration, regression, and UAT testing for:
o  ServiceNow Virtual Agent
o  AI-Driven Self-Service & Deflection use cases
o  ServiceNow Service Portal & Mobile applications
•  Validate Virtual Agent conversations, topic flows, NLP accuracy, fallback handling, and integrations with backend workflows.
•  Test AI capabilities including intent recognition, deflection rates, recommendation accuracy, and knowledge search effectiveness.
•  Ensure seamless cross-channel user experience across Service Portal, Mobile App, and Virtual Agent interfaces.
•  Validate portal widgets, UI policies, client scripts, and responsive design across devices.
•  Perform API and integration testing with REST/SOAP services used by Virtual Agent and portals.
•  Identify, log, and track defects using tools like ServiceNow Test Management, Jira, or ALM, ensuring timely resolution.
•  Collaborate closely with developers, product owners, UX teams, and business stakeholders.
•  Support release cycles, smoke testing, and production validations.
•  Ensure adherence to ServiceNow best practices, security, and performance standards.Required Skills & Qualifications
•  5+ years of experience testing ServiceNow implementations.
•  Strong hands-on experience with:
o  ServiceNow Virtual Agent.
o  AI-Driven Self-Service & Deflection.
o  ServiceNow Service Portal & Mobile Architecture
•  In-depth understanding of ServiceNow platform architecture and modules (ITSM, CSM, HRSD – preferred).
•  Experience testing NLP-based conversational flows and AI features.
•  Knowledge of Service Portal framework, widgets, AngularJS, and UI components.
•  Experience with mobile testing (ServiceNow Mobile App).
•  Strong understanding of REST APIs, integrations, and data validation.
•  Familiarity with automated testing tools (e.g., ATF, Selenium – preferred).
•  Excellent analytical, problem-solving, and communication skills.
Preferred Qualifications
•  ServiceNow CSA or CIS certification.
•  Experience with ServiceNow ATF (Automated Test Framework).
•  Knowledge of Performance Analytics and AI Search.
•  Exposure to Agile/Scrum methodologies.