ServiceNow QA Consultant (CSM/ITSM)

Joyful Craftsmen AG

About The Position

We are looking for a ServiceNow CSM Developer / Consultant to design, implement, and enhance Customer Service Management solutions on the ServiceNow platform. In this role, you will collaborate with cross-functional teams to deliver scalable, high-quality solutions, contribute to platform improvements, and help establish best practices across development, testing, and solution delivery.

Requirements

Experience developing, configuring, and customizing solutions on the ServiceNow platform.
Strong experience with ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM).
Strong hands-on experience with ServiceNow Automated Test Framework (ATF).
Experience designing and maintaining structured test libraries and reusable test assets.
Solid understanding of software testing methodologies, quality assurance principles, and test automation best practices.
Experience with both manual and automated testing.
Understanding of ServiceNow platform administration, configuration, and scalable solution design.
Familiarity with Agile methodologies such as Scrum or Kanban.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent communication and stakeholder management skills.
Ability to work independently and collaborate effectively within cross-functional teams.
Fluent English, both written and spoken.

Responsibilities

Configure, customize, and enhance ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) solutions.
Collaborate with Product Owners, Solution Architects, developers, and business stakeholders to understand requirements and translate them into technical and testing solutions.
Design, create, and maintain Automated Test Framework (ATF) tests to support platform quality and release readiness.
Structure, maintain, and continuously improve reusable test libraries and automated test assets.
Define test strategies, test scenarios, and test cases for new features, enhancements, and platform releases.
Review requirements and ensure solutions meet functional, quality, and usability standards.
Support defect management, root cause analysis, regression testing, and release validation activities.
Review and optimize existing ATF implementations and recommend improvements.
Promote quality engineering and test automation best practices across the team.
Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, and retrospectives.
Work closely with developers to integrate quality assurance throughout the development lifecycle.
Contribute to the continuous improvement of development, testing, and delivery processes.