Quality Assurance Consultant

What you get to do in this role:   We are seeking a Quality Assurance (QA) Consultant to join the CRM & Industry Workflows Team. In this role, you will ensure that our AI-powered, end-to-end solutions meet the highest standards of quality, reliability, and business value.  You will design and execute test strategies across lead-to-cash, CPQ, sales & order management, customer service, field service, and AI agent workflows, working closely with Technical Consultants, Business Process Consultants, and Project Managers. This role combines hands-on test execution with advisory and collaboration skills, supporting both internal development and customer UAT. Key Responsibilities  Test Strategy & Planning  Define and maintain test plans, scripts, and acceptance criteria based on business requirements and user stories.  Ensure test coverage across functional, integration, regression, performance, and AI agent workflows.  Align test strategies with ServiceNow NowCreate methodology and Agile delivery practices.  Execution & Quality Assurance  Perform hands-on functional, integration, and regression testing of ServiceNow configurations and integrations (Salesforce, Pega, Dynamics, SAP, Oracle).  Validate AI agent use cases (case deflection, guided selling, contract AI) for accuracy, explainability, and guardrails.  Document defects clearly, track resolution, and retest fixes.  Ensure delivered solutions meet customer expectations, compliance, and usability standards.  Collaboration & Customer Support  Partner with Business Process Consultants to ensure acceptance criteria reflect business outcomes.  Support customer UAT planning and execution, facilitating defect triage and resolution.  Provide feedback to Technical Consultants and Architects on solution quality and improvements.  Assist in building automated test scripts where applicable.  Continuous Improvement  Capture lessons learned and contribute to test accelerators, reusable templates, and delivery playbooks.  Promote a “quality-first” culture within the execution team, balancing speed and rigor To be successful in this role you have: Required  3–5+ years of software testing or QA experience in CRM/CSM/ERP implementations.  Strong understanding of CRM processes (sales, order management, CPQ/CLM, customer service, field service).  Hands-on experience with functional, integration, and regression testing for SaaS/enterprise platforms.  Familiarity with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP.  Strong analytical and problem-solving skills with meticulous attention to detail.  Ability to document test results, defects, and provide clear recommendations.  Preferred  ServiceNow certifications (CSA, CIS-CSM, CIS-FSM, CIS-Sales) or Salesforce/Pega equivalent certifications.  Experience with test automation tools (ATF in ServiceNow, Selenium, JUnit, etc.).  Familiarity with AI/GenAI testing approaches (validating chatbot workflows, AI predictions, explainability testing).  Knowledge of compliance/regulatory testing (data privacy, audit, accessibility).  Experience in telecom, financial services, insurance, or public sector industries   FD21 Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment witho ... (truncated, view full listing at source)