#EG Low-Code (Quality & Testing) / Quality Engineer (ServiceNow)

Job Description

Design, develop, and maintain comprehensive automated testing frameworks for ServiceNow Public Sector Digital Services (PSDS), Customer Service Management (CSM), and App Engine applications. Lead the implementation of robust test automation strategies that ensure high-quality delivery of customer service solutions whilst reducing manual testing effort and accelerating release cycles.

Collaborate with development teams, business analysts, and stakeholders to establish quality standards and testing protocols for ServiceNow implementations. Drive continuous improvement in testing practices and establish automated testing as a core component of the development lifecycle for ServiceNow PSDS and CSM solutions.

What will you do?

• Test Automation Framework Development: Design and implement scalable test automation frameworks specifically tailored for ServiceNow platform testing, with particular focus on Public Sector Digital Services (PSDS) capabilities and CSM module functionality. Develop automated test suites using Playwright and other modern testing tools to cover end-to-end customer service workflows, API integrations, and App Engine custom applications.
• ServiceNow Platform Testing: Create comprehensive automated test coverage for ServiceNow CSM modules including case management, knowledge base functionality, citizen portals, and omnichannel routing systems. Develop specialised test scenarios for Public Sector Digital Services (PSDS) integration points, government data analytics validation, cross-agency workflow testing, and citizen service delivery pathways. Implement automated testing for App Engine custom applications including data validation, business logic verification, user interface testing, and accessibility compliance verification.
• Integration and API Testing: Design and execute automated tests for ServiceNow integrations with external systems including CRM platforms, telephony solutions, and monitoring tools. Develop API testing frameworks to validate REST/SOAP web services, authentication mechanisms, and data synchronisation processes. Create automated tests for MID Server configurations and Integration Hub workflows.
• Performance and Load Testing: Implement automated performance testing for ServiceNow PSDS and CSM implementations to ensure system scalability and responsiveness under various load conditions. Develop load testing scenarios that simulate real-world customer service volumes and concurrent user activities. Monitor
• and analyse performance metrics to identify bottlenecks and optimisation opportunities.
• Test Strategy and Planning: Collaborate with project teams to develop comprehensive test strategies that align with ServiceNow implementation timelines and business requirements. Create detailed test plans covering functional, integration, performance, and security testing aspects. Establish testing standards and best practices for ServiceNow platform development.
• Quality Assurance and Reporting: Implement continuous testing practices within CI/CD pipelines to ensure early detection of defects and quality issues. Develop comprehensive test reporting and metrics dashboards to provide visibility into testing progress and quality trends. Conduct root cause analysis for test failures and work with development teams to resolve quality issues.

Qualifications

• Test Automation Expertise: Strong proficiency in Playwright for web application testing, including advanced features such as cross-browser testing, mobile testing, and API testing capabilities. Experience with test automation frameworks and design patterns including Page Object Model, Data-Driven Testing, and Behaviour-Driven Development (BDD). Knowledge of programming languages such as JavaScript, TypeScript, Python, or Java for test script development.
• ServiceNow Platform Knowledge: Deep understanding of ServiceNow platform architecture, particularly CSM module functionality and Public Sector Digital Services (PSDS) integration capabilities. Experience with ServiceNow testing approaches including automated testing of workflows, business rules, client scripts, and UI policies. Knowledge of ServiceNow App Engine development and testing methodologies for custom applications supporting citizen-facing services and government accessibility standards.
• Integration and API Testing: Proficiency in API testing tools and frameworks for REST/SOAP web services validation. Experience with testing ServiceNow integrations including MID Server configurations, Integration Hub workflows, and external system connectivity. Understanding of authentication testing including OAuth, SAML, and API key validation.
• Performance Testing Tools: Experience with performance testing tools such as JMeter, LoadRunner, or similar platforms for ServiceNow load testing. Knowledge of performance monitoring and analysis techniques specific to ServiceNow platform implementations. Understanding of database performance testing and query optimisation for ServiceNow applications.
• DevOps and CI/CD: Experience with continuous integration and deployment pipelines, particularly integration of automated testing within DevOps workflows. Knowledge of version control systems, test environment management, and automated deployment processes. Familiarity with containerisation and cloud-based testing environments.
• ServiceNow certifications such as Certified System Administrator (CSA) or Application Developer certifications are highly desirable.
• Experience with Agile and DevOps methodologies with strong understanding of shift-left testing principles. Excellent analytical and problem-solving skills with attention to detail and systematic approach to quality assurance.
• Strong communication skills for collaborating with development teams, business analysts, and stakeholders on quality requirements and testing outcomes. Experience with test case management tools and defect tracking systems.
• Prefer at least 4 years to less than 7 years of quality engineering and testing experience with at least 2 years specifically focused on test automation and testing frameworks. Proven track record of implementing automated testing for enterprise applications, preferably with ServiceNow platform experience.
• For senior roles, at least 7 years of relevant experience is required. Engineers in senior roles are required to mentor and guide junior engineers in quality engineering and testing matters.
• Experience with testing complex integrations and API-driven applications in enterprise or government environments. Previous exposure to government analytics testing, citizen data validation, or public sector digital service quality assurance would be advantageous.
• Hands-on experience with ServiceNow development or administration, particularly with CSM configurations and App Engine custom application development. Experience with customer service technology testing including customer portal validation.
• Knowledge of security testing practices and tools, particularly for customer data protection and privacy compliance. Experience with cloud-based testing environments and modern testing infrastructure management.
• Understanding of customer service business processes and ability to design test scenarios that reflect real-world customer service workflows and user journeys. Experience with accessibility testing and compliance validation for customer-facing applications.

Additional Information

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

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