ServiceNow BA/QA Lead 2

Role: ServiceNow BA/QA Lead 2

Industry Type: IT Services & Consulting

Department: Engineering - Software & QA

Employment Type: Full Time, Permanent

Role Category: Quality Assurance and Testing

UG: Any Graduate

PG: Any Postgraduate

Role Summary

We are looking for a senior BA/QA Lead ServiceNow Smart Apps with around 15 years of overall experience, including strong exposure to business analysis, QA leadership, ServiceNow delivery, stakeholder management, and insurance domain processes.

This role will own business requirement quality, end-to-end test governance, release readiness, UAT coordination, and quality outcomes across Smart Apps / Insurance initiatives. The role requires close collaboration with business stakeholders, product owners, architects, development teams, QA teams, and other cross-cutting teams to ensure high-quality, low-risk delivery.

Key Responsibilities

• Lead BA and QA activities across Smart Apps / Insurance releases, from requirement discovery to production validation.
• Own requirement quality, including business process understanding, user stories, acceptance criteria, traceability, and requirement sign-offs.
• Write user stories that clearly capture requirements, align stakeholders, and guide development with actionable, testable insights.
• Define and drive QA strategy, test planning, governance, standards, and best practices across projects.
• Lead functional, regression, integration, UAT, and production validation cycles.
• Validate ServiceNow configurations, customizations, workflows, integrations, case flows, catalog items, portals, and data changes.
• Drive test automation adoption using ServiceNow ATF and other automation tools to improve coverage and efficiency.
• Own defect governance, including triage, prioritization, root-cause discussions, reporting, and closure tracking.
• Ensure end-to-end traceability from requirements to test cases, defects, and release readiness.
• Partner with Solution Architects / Tech Leads to review solution impacts, integration dependencies, and data quality risks.
• Manage business, product owner, client, and delivery stakeholder communication, including readiness updates and sign-offs.
• Provide quality metrics, dashboards, risk insights, and executive-level updates to leadership.
• Drive proactive risk identification and mitigation related to scope, quality, dependencies, data, timelines, and release readiness.
• Mentor BA/QA team members and promote ownership, domain depth, automation mindset, and continuous improvement.
• Promote AI adoption, automation, efficiency improvements, and continuous learning within the team.
• Support major releases, upgrades, production validations, and post-release quality reviews.

Required Skills Experience

• Around 15 years of experience in BA/QA, delivery quality, testing, or business process roles.
• Strong experience in ServiceNow delivery, preferably across CSM, Insurance, or Financial Services workflows.
• Ability to lead both:
  • Business Analysis requirements, user stories, process flows, acceptance criteria.
  • Quality Assurance test strategy, execution governance, automation, release sign-off and UAT coordination.
• Strong understanding of ServiceNow platform concepts, including workflows, catalog items, integrations, data model, portals/workspaces, and reporting.
• Experience in Agile / Scrum delivery models.
• Strong stakeholder management skills with ability to work across business, technology, QA, and leadership teams.
• Strong analytical, problem-solving, communication, and decision-making skills.
• Experience managing delivery risks, and release-level quality outcomes.

Nice to have skills

• Good understanding of insurance business processes, such as policy servicing, claims, customer servicing, case management, and operational workflows.

Preferred ServiceNow Certifications / Learning

Mandatory / Strongly Preferred

• CSA Certified System Administrator
• ATF Micro-Certification

Strongly Recommended

• CIS-CSM Certified Implementation Specialist: Customer Service Management
• CIS-DF Data Foundations
• FSO Insurance Accreditation
• Workflow / Flow Designer Micro-Certification
• Platform Analytics Micro-Certification

Good to Have

• CIS-ITSM
• Predictive Intelligence Micro-Certification
• Virtual Agent Micro-Certification
• Playbooks
• Now Assist / AI
• UI Builder
• Service Portal
• Catalog Items / Service Catalog