ServiceNow
Quality Assurance Consultant NowNext CRM Execution Team
ServiceNow, Atlanta, Georgia, United States, 30383
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, youll play a critical role in ensuring that our AI-powered CRM solutions deliver real, reliable outcomes. Youll 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. Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. #J-18808-Ljbffr
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, youll play a critical role in ensuring that our AI-powered CRM solutions deliver real, reliable outcomes. Youll 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. Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. #J-18808-Ljbffr