[Remote] Senior ServiceNow ITSM Quality Assurance Analyst (Remote) NI

Note: The job is a remote job and is open to candidates in USA. ICF’s Digital Modernization Division is seeking an ITSM Quality Assurance (QA) Analyst with hands-on ServiceNow experience to support NIH projects. In this role, you will help ensure the quality, reliability, and usability of ServiceNow-based ITSM solutions by partnering with developers, business analysts, product owners, and stakeholders across cross-functional teams.ResponsibilitiesUse SN Agile and related tools to track testing progress, defects, risks, dependencies, and quality metrics across ServiceNow delivery workParticipate in Agile ceremonies including sprint planning, backlog refinement, and retrospectivesParticipate in requirements reviews, backlog grooming, and sprint planning to identify test scenarios, risks, and impacts to ServiceNow ITSM workflowsWork with the project team during sprint planning to identify risks and potential system impactsDevelop, document, and execute test plans, test cases, and test scripts for ServiceNow enhancements and releasesPerform functional, regression, and user acceptance testing for ServiceNow ITSM modules, workflows, and web-based applicationsPartner with developers and platform administrators to troubleshoot issues, validate fixes, and support root-cause analysis for ServiceNow defectsExecute test cases, document defects with clear reproduction steps, and partner with developers to support bug fixes and change requestsReview user stories and acceptance criteria and create test scenarios and scripts for ServiceNow enhancements using clear, traceable test documentationDevelop and maintain test plans (automated where applicable, eg ServiceNow ATF, Playwright, or other testing tools), test cases, regression suites, and validation documentation for ServiceNow releases, update sets, and new functionalitySupport testing for ServiceNow platform upgrades, patches, and configuration changes to confirm stability across ITSM processesAdvise on and advocate for rigorous QA processes and documentation on projects and within the organizationConduct demos or training necessary for the successful execution of the projectCommunicate effectively with a wide variety of technical and non-technical audiencesSkillsBachelor's Degree in Computer Science, Information Systems, Engineering or other related scientific/technical discipline6+ years of QA experience testing web-based applications, including functional, regression, and user acceptance testing3+ years of experience working in Agile delivery environments with user stories, sprint ceremonies, and defect tracking tools1+ years of hands-on experience testing or supporting ServiceNow-based ITSM solutions and workflows1+ years of experience with API and integration testing1+ years of experience with Agile or Scrum development methodologies1+ years of working knowledge of ITSM concepts and ITIL-aligned processes such as incident, request, problem, and change managementCandidate must be able to obtain and maintain a Public Trust with the governmentCandidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.SMust be a United States (U.S.) Citizen or Green card, and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract, and laws do applySoftware testing certification and/or ServiceNow certificationExperience with Agile Scrum methodology and testing within iterative delivery cyclesStrong analytical, problem solving, and time management skillsAbility to work independently and collaboratively with strong organizational, reporting, and time management skillsFamiliarity with ServiceNow releases, update sets, platform upgrades, or automated testing practices such as ATFStrong attention to detail and the ability to create clear, accurate test documentationCompany OverviewICF is a global consulting and technology services provider focused on making big things possible for our clients. It was founded in 1969, and is headquartered in Fairfax, Virginia, USA, with a workforce of 5001-10000 employees. Its website is https://www.icf.com.