Consultant - Service Now QA

Job description

At YASH, we re a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future. **We are looking forward to hire Service Now QA Professionals in the following areas :** **:** **ServiceNow Now Assist Tester / Senior QA Engineer** **Experience** **5 8+ Years** **Role Summary** We are looking for an experienced **ServiceNow Tester** with strong expertise in **ServiceNow platform testing and AI-enabled capabilities** , including **Now Assist, Virtual Agent, and AI Agents** . The candidate will be responsible for validating both traditional ServiceNow functionality and emerging AI-driven capabilities, ensuring high-quality, secure, and reliable user experiences across the platform. The ideal candidate should possess a strong understanding of ServiceNow modules, testing methodologies, AI feature validation, and enterprise workflow testing. **Key Responsibilities** **ServiceNow Functional Testing** - Perform end-to-end testing of ServiceNow applications and integrations. - Design, develop, and execute test cases, test scenarios, and test scripts. - Conduct System Integration Testing (SIT), Regression Testing, UAT support, and End-to-End testing. - Validate workflows, business rules, data flows, notifications, and integrations. **ServiceNow Now Assist & AI Testing** - Test and validate ServiceNow Now Assist capabilities. - Verify AI-generated summaries, recommendations, and responses for accuracy and relevance. - Validate AI-generated knowledge articles and resolution notes. - Perform AI output validation, prompt testing, and hallucination detection. - Support testing of AI-powered workflows and conversational experiences. **Virtual Agent & AI Agent Testing** - Test conversational flows, topic routing, and user interactions within Virtual Agent. - Validate Now Assist-enabled Virtual Agent experiences. - Test AI Agent capabilities, automated responses, and intelligent workflow execution. - Verify knowledge recommendations and contextual AI responses. **Quality Assurance & Defect Management** - Identify, log, track, and manage defects through resolution. - Collaborate with developers, administrators, and business stakeholders. - Prepare test execution reports and quality metrics. - Participate in Agile ceremonies, sprint planning, and release validation. **Security & Compliance Testing** - Validate role-based access controls and data security. - Ensure AI features comply with enterprise governance and privacy requirements. - Verify that AI-generated responses do not expose sensitive or unauthorized information. **Required Skills & Experience** **ServiceNow Platform Expertise** Strong knowledge of the **ServiceNow Platform** with hands-on testing experience in one or more of the following areas: - ITSM - CMDB - Service Portal - Knowledge Management - Virtual Agent - Now Assist-enabled Virtual Agent - AI Agents **Testing Expertise** - Strong experience in Functional Testing, Integration Testing, Regression Testing, and UAT. - Experience in Test Planning, Test Case Design, Test Execution, and Defect Management. - Experience working in Agile/Scrum environments. - Strong analytical and troubleshooting skills. **AI & Now Assist Knowledge** - Understanding of Generative AI concepts and AI-powered enterprise applications. - Experience validating AI-generated outputs and recommendations. - Knowledge of AI response quality assessment and prompt validation. - Understanding of AI testing challenges such as hallucination detection and response relevance. **Tools** - ServiceNow - JIRA / Azure DevOps - Postman - Test Management Tools - Automation tools (preferred) **Preferred Qualifications** - ServiceNow Certified System Administrator (CSA) - Experience with ServiceNow Now Assist implementation or testing. - Experience with Virtual Agent and AI Agent implementations. - Exposure to CMDB and ITSM environments. - Understanding of AI Governance and Responsible AI principles. **Desired Competencies** - Strong communication and stakeholder management skills. - Ability to independently drive testing initiatives. - Quality-focused mindset with strong attention to detail. - Proactive approach to identifying risks and improvement opportunities. - Ability to work in fast-paced and evolving technology environments. **Nice to Have** - ITOM Testing Experience - Knowledge of Predictive Intelligence and AI Search - Experience with Prompt Engineering concepts - UiPath Automation Testing exposure - Experience creating AI testing frameworks and quality metrics **Role Objective** The primary objective of this role is to establish and execute a comprehensive testing strategy for both traditional ServiceNow capabilities and emerging AI-powered features such as **Now Assist, Virtual Agent, and AI Agents** , ensuring accuracy, security, reliability, and an exceptional user experience across the platform. **Our Hyperlearning workplace is grounded upon four principles** - Flexible work arrangements, Free spirit, and emotional positivity - Agile self-determination, trust, transparency, and open collaboration - All Support needed for the realization of business goals, - Stable employment with a great atmosphere and ethical corporate culture