ServiceNow QA Engineer (CSM & APM focus)

Job Title: ServiceNow QA Engineer (CSM & APM focus)

Location: Hyderabad / Any Genpact Location (Hybrid)

Shift: 12:00 PM – 10:00 PM IST

Notice Period: 30 Days

Role Overview

We are looking for a seasoned ServiceNow QA Analyst with 4–7 years of experience to join a high-priority project. You will be responsible for ensuring the quality and reliability of ServiceNow implementations, with a specific focus on Customer Service Management (CSM), Application Portfolio Management (APM), and the new AI-driven NowAssist features.

Key Responsibilities

• Module Testing: Conduct end-to-end functional and integration testing for ServiceNow CSM and APM modules.
• AI Validation: Validate NowAssist (GenAI) outputs, ensuring accuracy, relevance, and seamless integration within the agent workspace.
• Defect Management: Identify, document, and track software defects to resolution using industry-standard tools.
• Compliance: Ensure all platform customizations meet business requirements and performance benchmarks.
• Collaboration: Work closely with developers and stakeholders in a hybrid environment to meet aggressive "ASAP" delivery timelines.

Technical Qualifications

• Experience: 4–7 years in Software Quality Assurance, specifically within the ServiceNow ecosystem.
• Domain Knowledge: Hands-on experience testing CSM (Portals, Case Management) and APM (Application Rationalization).
• Innovation: Familiarity with NowAssist or other ServiceNow AI/ML capabilities is highly preferred.
• Soft Skills: Strong communication skills to handle a 2-round interview process (Internal + External).