ServiceNow Technical Platform & QA Lead

Position Overview

The ServiceNow Technical Platform & QA Leadserves as a technical owner across the ServiceNow application lifecycle, bridging the gap between Product, Engineering, QA, and Certification. This role is responsible for maintaining and optimizing the organization's ServiceNow environments, ensuring the quality and stability of DTech applications, and driving the technical certification process.

You will serve as a key technical partner to Product and Engineering, translating requirements into technically viable solutions, identifying risks before they reach production, and ensuring releases meet quality and certification standards.

This is a hands-on role for someone with a deep understanding of the ServiceNow platform who can move comfortably between platform administration, application configuration, technical analysis, testing, troubleshooting, and cross-functional collaboration.

Core Responsibilities

1. ServiceNow Platform & Environment Management

• Administer and maintain 10+ ServiceNow instances, ensuring environments remain stable, properly configured, and available to Product, Development, QA, and Certification teams.
• Manage ServiceNow platform configuration, user administration, application configuration, and environment-specific requirements.
• Monitor and optimize ServiceNow environments to support application development, testing, demonstrations, and certification activities.
• Serve as a technical subject matter expert for ServiceNow platform capabilities, architecture, and configuration.
• Troubleshoot complex platform and application issues across multiple environments.
• Maintain consistency and alignment between environments throughout the development and release lifecycle.
• Identify environment and configuration risks that could impact development, testing, certification, or production releases.

2. Technical Product & Engineering Collaboration

• Act as a technical liaison between Product, Development, and QA teams, ensuring alignment of requirements, technical feasibility, timelines, and delivery quality.
• Partner with Engineering teams to define and deliver technically viable solutions for new features, enhancements, and application functionality within the ServiceNow platform.
• Analyze business requirements and translate them into clear technical considerations, implementation requirements, and testable outcomes.
• Review proposed solutions and identify potential impacts to existing application functionality, platform logic, and integrations.
• Collaborate with developers to understand application architecture, logic flows, business rules, integrations, and other technical dependencies.
• Identify technical risks and dependencies early in the development lifecycle to reduce defects and rework.

3. Quality Assurance & Regression Testing

• Lead QA strategy and operations for ServiceNow-based DTech applications, improving defect identification and overall release readiness.
• Own and execute unit, integration, and regression testing across DTech applications and ServiceNow environments.
• Develop and maintain comprehensive test scenarios covering application functionality, complex business logic, workflows, integrations, and platform behavior.
• Perform deep-dive testing of complex logic, backend workflows, data interactions, and functionality that requires advanced ServiceNow knowledge.
• Partner with Development and Product teams to identify, document, reproduce, and resolve defects.
• Ensure defects are technically precise and provide developers with the information required to efficiently diagnose and resolve issues.
• Conduct root cause analysis and severity assessments for defects and production issues.
• Provide technical insight to support informed Go/No-Go release decisions.
• Validate fixes and conduct targeted regression testing to ensure defects are resolved without introducing additional issues.

4. ServiceNow Certification Management

• Own and coordinate the ServiceNow application certification process for DTech applications.
• Prepare and submit applications and required materials for certification.
• Serve as the primary technical point of contact with the ServiceNow Certification team throughout the certification lifecycle.
• Configure DTech applications and ServiceNow environments to meet certification requirements.
• Analyze certification requirements and ensure applications are appropriately configured and prepared prior to submission.
• Coordinate responses to certification feedback and work with Development and Product teams to address identified issues.
• Conduct technical demonstrations of DTech applications for the Certification team.
• Track certification progress, risks, requirements, and outstanding actions through completion.

Qualifications & Requirements

Bachelors Degree

Candidates must be able to obtain and maintain a United States Security Clearance.

ServiceNow Expertise

Deep understanding of ServiceNow architecture, platform capabilities, configuration, and application development concepts.

Advanced knowledge of ServiceNow products and the ability to understand how platform functionality impacts custom applications.

Strong understanding of ServiceNow environments, application configuration, workflows, business logic, integrations, and platform dependencies.

ServiceNow Certified System Administrator (CSA)certification is preferred.

Experience administering and supporting multiple ServiceNow instances is strongly preferred.

Technical Fluency

Ability to read and understand logic flows, business rules, workflows, integrations, and application behavior.

Ability to converse fluently with developers and translate technical concepts between Product, Engineering, QA, and business stakeholders.

Ability to understand existing application architecture and evaluate the technical feasibility and potential impact of proposed solutions.

Comfortable working directly with technical teams to investigate complex application behavior and defects.

Analytical Mindset

Strong analytical and troubleshooting skills with the ability to perform deep-dive analysis of bugs, logic failures, and unexpected application behavior.

Ability to identify root causes rather than simply documenting symptoms.

Ability to assess defect severity, business impact, technical risk, and release readiness.

Comfortable working under tight deadlines and during critical release windows where rapid technical analysis and decision-making are required.

Communication & Collaboration

Strong written and verbal communication skills.
Ability to act as a bridge between Product, Engineering, QA, Certification, and other stakeholders.

Ability to clearly communicate complex technical issues to both technical and non-technical audiences.
Strong organizational skills with the ability to manage multiple environments, applications, testing cycles, and certification activities simultaneously.