ServiceNow
Quality Assurance Consultant NowNext CRM Execution Team
ServiceNow, Atlanta, Georgia, United States, 30383
Quality Assurance Consultant NowNext CRM Execution Team
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description
About the Role We are seeking a Quality Assurance (QA) Consultant to join the NowNext CRM Execution Team. In this role, you will ensure that our AI-powered, end-to-end CRM 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.
Qualifications
To be successful in this role you have: Required 35+ 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.
Success in this Role Looks Like You deliver thorough test coverage that ensures customer confidence in solution quality.
You detect and help resolve defects early, reducing rework and accelerating delivery.
Customers complete UAT successfully with minimal issues, enabling on-time go-lives.
AI agent use cases are validated with strong guardrails, adoption, and measurable outcomes.
You are recognized as a quality advocate within the team, balancing speed and rigor.
Why Join Us? As part of the NowNext CRM Execution Team, you'll play a critical role in ensuring that our AI-powered CRM solutions deliver real, reliable outcomes. You'll bring your testing expertise from Salesforce, Pega, ServiceNow, or other platforms and apply it to the next generation of CRM. This is an opportunity to influence quality standards for lighthouse customers and help shape the future of CRM delivery.
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description
About the Role We are seeking a Quality Assurance (QA) Consultant to join the NowNext CRM Execution Team. In this role, you will ensure that our AI-powered, end-to-end CRM 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.
Qualifications
To be successful in this role you have: Required 35+ 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.
Success in this Role Looks Like You deliver thorough test coverage that ensures customer confidence in solution quality.
You detect and help resolve defects early, reducing rework and accelerating delivery.
Customers complete UAT successfully with minimal issues, enabling on-time go-lives.
AI agent use cases are validated with strong guardrails, adoption, and measurable outcomes.
You are recognized as a quality advocate within the team, balancing speed and rigor.
Why Join Us? As part of the NowNext CRM Execution Team, you'll play a critical role in ensuring that our AI-powered CRM solutions deliver real, reliable outcomes. You'll bring your testing expertise from Salesforce, Pega, ServiceNow, or other platforms and apply it to the next generation of CRM. This is an opportunity to influence quality standards for lighthouse customers and help shape the future of CRM delivery.