ServiceNow Business Analyst & Quality Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a ServiceNow Business Analyst & Quality Engineer based in the United States. This role combines business analysis, quality engineering, and ServiceNow expertise to strengthen the reliability of an enterprise Federal Agency platform. You’ll translate business needs into clear requirements, user stories, acceptance criteria, and testable delivery outcomes. A major focus will be designing and maintaining automated and regression testing using ServiceNow’s Automated Test Framework (ATF). You’ll independently assess release readiness, analyze defects, and provide evidence that changes meet both technical and user expectations. The role works across product owners, developers, architects, administrators, testers, and stakeholders in a collaborative delivery environment. You’ll also help improve test automation, reduce escaped defects, and establish repeatable quality practices across the platform. This is a remote opportunity offering the chance to directly influence platform reliability, security, maintainability, and upgrade readiness. Accountabilities:: Elicit, analyze, document, and validate business needs, process flows, data requirements, user stories, and acceptance criteria for ServiceNow enhancements, integrations, operational improvements, and data changes. Maintain themes, epics, features, stories, dependencies, backlogs, sprint and release artifacts, and planning information within ServiceNow SPM/Agile capabilities or the approved work-management framework. Support prioritization by evaluating business value, time criticality, risk reduction, dependencies, and effort or capacity, while making tradeoffs visible for appropriate stakeholder decisions. Facilitate requirements clarification among product owners, users, administrators, developers, implementation specialists, architects, testers, and external teams to ensure work is delivery-ready and testable. Own the platform-level test strategy, regression baseline, quality standards, and release evidence used by the platform team. Design, build, maintain, and execute ServiceNow ATF suites covering critical forms, lists, ACLs, workflows and flows, notifications, catalog functions, integrations, and reusable platform capabilities. Develop and execute functional, integration, regression, exploratory, performance, and release-validation test scenarios based on the risk and complexity of each change. Coordinate User Acceptance Testing (UAT) with product owners and stakeholders, ensuring acceptance criteria, expected outcomes, defects, and approvals remain traceable throughout the release lifecycle. Analyze defects, determine severity and reproducibility, distinguish pre-release findings from production issues, coordinate remediation and retesting, and identify recurring escaped-defect patterns. Prepare comprehensive release evidence, including test plans, test cases, automated scripts, execution results, defect status, exceptions, and readiness recommendations to support governance and go/no-go decisions. Validate upgrade and patch readiness through regression testing, pre- and post-change comparisons, and targeted validation of platform integrations and critical shared capabilities. Perform post-production validation and rollback verification, ensuring changes are only considered successful once agreed technical and user outcomes have been demonstrated. Track automation coverage, regression effectiveness, escaped defects, test-cycle times, and recurring failures, recommending improvements that increase confidence while reducing manual testing effort. Maintain reusable testing guidance and coach implementation and product teams on approved ServiceNow testing practices without assuming ownership of application-specific testing. Requirements: 3+ years of experience in business analysis, software quality engineering, test automation, or a combination of these disciplines, including enterprise web or application testing. 2+ years of hands-on ServiceNow testing experience, including ServiceNow Automated Test Framework (ATF), regression testing, and validation of platform configurations and integrations. Proven experience developing risk-based test plans, test cases, traceability approaches, defect workflows, release evidence, and post-production validation processes. Experience testing REST/SOAP or IntegrationHub integrations, workflows and flows, security and ACL behavior, catalog capabilities, and cross-system transactions. Working knowledge of ServiceNow release and change-management processes, with the ability to independently evaluate release readiness rather than relying solely on the engineer who developed the change. Strong analytical and problem-solving skills, with the ability to translate business requirements into clear, measurable acceptance criteria and test scenarios. Strong communication and collaboration skills, particularly when working across product, engineering, architecture, testing, operations, and stakeholder teams. Strong organizational and documentation skills, with the ability to manage multiple requirements, testing activities, defects, and release deliverables. ServiceNow CSA certification and ATF-related training or micro-certifications are strongly preferred. Additional software testing certification, such as ISTQB, is a plus. U.S. citizenship and the ability to satisfy High Risk IT background-investigation and sensitive-information requirements are required. Federal consulting or financial-regulatory experience is preferred. Experience with ServiceNow family-upgrade testing, Performance Analytics, performance testing, and CI/CD-triggered automated tests is advantageous. Experience building reusable enterprise regression suites and test-evidence dashboards is a plus. Benefits: Salary: $90,000–$105,000 annual salary range, with actual compensation determined by factors including skills, experience, training, location, and benefits. Remote work: Fully remote opportunity within the United States. Healthcare: Comprehensive medical, dental, and vision insurance beginning the first month after joining. Retirement: 401(k) plan with immediately vested employer contributions; no employee matching required. Paid time off: Generous PTO policy plus one additional paid wellness day per calendar year. Holidays: 10 federal holidays observed annually. Pet insurance: Coverage available to support the health and well-being of pets. Professional development: Tuition reimbursement, internal training programs, and company-sponsored industry certifications. Collaborative environment: Opportunities to work with multidisciplinary teams on enterprise technology and digital transformation initiatives. Employee engagement: Team-building activities, community volunteering, wellness events, quarterly headquarters days, family events, and other company-sponsored activities.