ServiceNow Business Analyst & Quality Engineer

Summary

NetImpact Strategies is seeking a ServiceNow Business Analyst & Quality Engineer to support a Federal Agency's ServiceNow platform. The role focuses on requirements gathering, automated and regression testing, defect analysis, release-readiness validation, and post-production verification to improve delivery speed while maintaining reliability, security, and upgradeability.

Responsibilities

• Elicit, analyze, document, and validate business needs, process flows, data requirements, user stories, and acceptance criteria for ServiceNow enhancements, operational improvements, integrations, and data changes
• Maintain themes, epics, features, stories, dependencies, backlog, sprint/release artifacts, and planning data in ServiceNow SPM/Agile capabilities or the Agency-approved work-management structure
• Support prioritization using Agency-assigned business value, time criticality, risk reduction, dependencies, and effort/capacity; make tradeoffs visible rather than independently deciding Government priorities
• Facilitate requirements clarification among product owners, users, administrators, developers, implementation specialists, architects, testers, and external teams so work enters delivery ready and testable
• Own the platform test strategy, regression baseline, release-quality evidence, and repeatable testing standards used by the Platform Team
• Design, build, maintain, and execute ServiceNow Automated Test Framework (ATF) suites covering critical platform forms, lists, ACLs, workflows/flows, notifications, catalog functions, integrations, and reusable capabilities
• Create and execute functional, integration, regression, exploratory, performance, and release-validation test scenarios proportionate to change risk
• Coordinate UAT with product owners, and stakeholders; ensure acceptance criteria, expected outcomes, defects, and approvals remain traceable to the release
• Analyze defects, establish severity and reproducibility, distinguish pre-release findings from production issues, track remediation/retest, and identify recurring escaped-defect patterns
• Prepare release evidence including test plans, cases, automated scripts, execution results, defect status, exceptions, and readiness recommendations for governance and go/no-go decisions
• Validate upgrade and patch readiness through regression packs, pre/post comparisons, and targeted testing of platform-level integrations and critical shared capabilities
• Perform post-production validation and rollback verification; ensure a change is not declared successful until agreed technical and user outcomes are demonstrated
• Measure automation coverage, regression effectiveness, escaped defects, test-cycle time, and repeat-failure trends; recommend improvements that increase confidence and reduce manual effort
• Maintain reusable testing guidance and coach implementation/product teams on approved ServiceNow testing practices without assuming ownership for product-team-specific application testing

Skills

• Required Qualifications and Certifications • Three or more years of business analysis and software quality engineering or test automation experience, including enterprise web/application testing. • Two or more years of hands-on ServiceNow testing experience, including Automated Test Framework (ATF), regression testing, and validation of platform configuration and integrations. • Experience designing risk-based test plans, test cases, traceability, defect workflows, release evidence, and post-production validation. • Experience testing REST/SOAP or IntegrationHub integrations, workflows/flows, security/ACL behavior, catalog capabilities, and cross-system transactions. • Working knowledge of ServiceNow release/change processes and the ability to evaluate readiness independently from the engineer who built the change. • ServiceNow CSA and ATF-related training/micro-certifications strongly preferred; additional testing certification such as ISTQB is a plus. • U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements
• Preferred Qualifications And Certifications • Federal consulting or financial-regulatory experience. • Experience with ServiceNow family-upgrade testing, Performance Analytics, performance testing, and CI/CD-triggered automated tests. • Experience building reusable enterprise regression suites and test-evidence dashboards

Qualifications

Must Haves

• Required Qualifications and Certifications • Three or more years of business analysis and software quality engineering or test automation experience, including enterprise web/application testing. • Two or more years of hands-on ServiceNow testing experience, including Automated Test Framework (ATF), regression testing, and validation of platform configuration and integrations. • Experience designing risk-based test plans, test cases, traceability, defect workflows, release evidence, and post-production validation. • Experience testing REST/SOAP or IntegrationHub integrations, workflows/flows, security/ACL behavior, catalog capabilities, and cross-system transactions. • Working knowledge of ServiceNow release/change processes and the ability to evaluate readiness independently from the engineer who built the change. • ServiceNow CSA and ATF-related training/micro-certifications strongly preferred; additional testing certification such as ISTQB is a plus. • U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements

Nice to Haves

• Preferred Qualifications And Certifications • Federal consulting or financial-regulatory experience. • Experience with ServiceNow family-upgrade testing, Performance Analytics, performance testing, and CI/CD-triggered automated tests. • Experience building reusable enterprise regression suites and test-evidence dashboards

Benefits

• Comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• 401(k) Plan – Immediately vested employer contributions; no matching required
• A generous Paid Time Off (PTO) policy
• One (1) additional day of paid wellness leave per calendar year
• Ten (10) federal holidays
• Pet Insurance
• Tuition reimbursement
• Internal training programs
• Company-sponsored industry certifications
• Team building activities
• Community volunteering
• Quarterly HQ days
• Wellness events
• Happy hours
• Family fun events