ServiceNow Business Analyst & Quality Engineer

NetImpact Strategies is seeking a ServiceNow Business Analyst & Quality Engineer to provide independent analysis and release assurance for a Federal Agency's ServiceNow platform. This role owns requirements gathering, automated and regression testing, test evidence, defect analysis, release-readiness validation, and post-production verification so delivery speed can increase without weakening platform reliability, security, or upgradeability.

This position is requires U.S. citizenship and a post-award Government background investigation.

Key Responsibilities

• Elicit, analyze, document, and validate business needs, process flows, data requirements, user stories, and acceptance criteria for ServiceNow enhancements, operational improvements, integrations, and data changes.
• Maintain themes, epics, features, stories, dependencies, backlog, sprint/release artifacts, and planning data in ServiceNow SPM/Agile capabilities or the Agency-approved work-management structure.
• Support prioritization using Agency-assigned business value, time criticality, risk reduction, dependencies, and effort/capacity; make tradeoffs visible rather than independently deciding Government priorities.
• Facilitate requirements clarification among product owners, users, administrators, developers, implementation specialists, architects, testers, and external teams so work enters delivery ready and testable.
• Own the platform test strategy, regression baseline, release-quality evidence, and repeatable testing standards used by the Platform Team.
• Design, build, maintain, and execute ServiceNow Automated Test Framework (ATF) suites covering critical platform forms, lists, ACLs, workflows/flows, notifications, catalog functions, integrations, and reusable capabilities.
• Create and execute functional, integration, regression, exploratory, performance, and release-validation test scenarios proportionate to change risk.
• Coordinate UAT with product owners, and stakeholders; ensure acceptance criteria, expected outcomes, defects, and approvals remain traceable to the release.
• Analyze defects, establish severity and reproducibility, distinguish pre-release findings from production issues, track remediation/retest, and identify recurring escaped-defect patterns.
• Prepare release evidence including test plans, cases, automated scripts, execution results, defect status, exceptions, and readiness recommendations for governance and go/no-go decisions.
• Validate upgrade and patch readiness through regression packs, pre/post comparisons, and targeted testing of platform-level integrations and critical shared capabilities.
• Perform post-production validation and rollback verification; ensure a change is not declared successful until agreed technical and user outcomes are demonstrated.
• Measure automation coverage, regression effectiveness, escaped defects, test-cycle time, and repeat-failure trends; recommend improvements that increase confidence and reduce manual effort.
• Maintain reusable testing guidance and coach implementation/product teams on approved ServiceNow testing practices without assuming ownership for product-team-specific application testing.

Required Qualifications and Certifications

• Three or more years of business analysis and software quality engineering or test automation experience, including enterprise web/application testing.
• Two or more years of hands-on ServiceNow testing experience, including Automated Test Framework (ATF), regression testing, and validation of platform configuration and integrations.
• Experience designing risk-based test plans, test cases, traceability, defect workflows, release evidence, and post-production validation.
• Experience testing REST/SOAP or IntegrationHub integrations, workflows/flows, security/ACL behavior, catalog capabilities, and cross-system transactions.
• Working knowledge of ServiceNow release/change processes and the ability to evaluate readiness independently from the engineer who built the change.
• ServiceNow CSA and ATF-related training/micro-certifications strongly preferred; additional testing certification such as ISTQB is a plus.
• U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.

Preferred Qualifications and Certifications

• Federal consulting or financial-regulatory experience.
• Experience with ServiceNow family-upgrade testing, Performance Analytics, performance testing, and CI/CD-triggered automated tests.
• Experience building reusable enterprise regression suites and test-evidence dashboards.

At NetImpact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $80,000-95,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what NetImpact, in good faith, could compensate at the lowest and most high end of the salary market. In general, NetImpact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.Perks of working at NetImpact Strategies

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team

• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required

• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays

• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)

• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!

• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more! 

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

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