Quality Assurance Consultant - NowNext CRM Execution Team

Company Description
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

• 3-5+ 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.
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 [email protected] 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.
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