Specialist - ServiceNow Quality Assurance Testing & Application support

Location: Mumbai, India

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

The ServiceNow Quality Assurance Testing & Application support Specialist is a subject matter expert, responsible for supporting with every phase of the development process to ensure that the design and software adhere to company standards. The role combines functional testing and quality assurance with day-to-day application support across the ServiceNow platform.

The role involves validation of enhancements, defect fixes, integrations, upgrades and configuration changes before production deployment, investigating functional incidents, supporting user acceptance testing and working closely with product & process owners, L1 & L2 level ServiceNow administrators and engineers.

What we are looking for

Key Responsibilities

• Review complex and functional requirements, user stories and acceptance criteria, and translate them into clear test scenarios and reusable test cases.
• Execute comprehensive functional, integration, regression, negative, access-control, end-to-end and release validation testing.
• Validate ServiceNow workflows, approvals, SLAs, notifications, assignment rules, catalogue items, reports, dashboards, roles and user access.
• Document defects with reproducible steps, evidence, severity, business impact, expected results and actual results; retest fixes and confirm closure.
• Investigate complex incidents and functional issues escalated by L1 & L2 support, reproduce them in a suitable non-production environment and identify whether the cause relates to guidance, data, access, configuration or a platform defect.
• Resolve approved functional issues and escalate complex scripting, integration, security, architectural or development defects to Engineering with complete diagnostic evidence.
• Prepare UAT scenarios, coordinate test readiness, support business testers and maintain execution and sign-off evidence.
• Perform smoke and regression testing for releases, upgrades, patches, deployments and environment clones.
• Create and maintain ServiceNow Automated Test Framework tests for stable, repeatable and business-critical and enterprise- scale scenarios.
• Maintain test plans, execution evidence, defect records, knowledge articles and quality status reporting in line with change-control and audit requirements.
• Identify recurring issues and opportunities to improve regression coverage, automation, support knowledge and release quality.