[Hiring] ServiceNow Business Analyst & Quality Engineer @NetImpact Strategies

Role Description

NetImpact Strategies is seeking a ServiceNow Business Analyst & Quality Engineer to provide independent analysis and release assurance for a Federal Agency's ServiceNow platform. This role owns requirements gathering, automated and regression testing, test evidence, defect analysis, release-readiness validation, and post-production verification so delivery speed can increase without weakening platform reliability, security, or upgradeability. This position requires U.S. citizenship and a post-award Government background investigation.

Key Responsibilities

• Elicit, analyze, document, and validate business needs, process flows, data requirements, user stories, and acceptance criteria for ServiceNow enhancements, operational improvements, integrations, and data changes.
• Maintain themes, epics, features, stories, dependencies, backlog, sprint/release artifacts, and planning data in ServiceNow SPM/Agile capabilities or the Agency-approved work-management structure.
• Support prioritization using Agency-assigned business value, time criticality, risk reduction, dependencies, and effort/capacity; make tradeoffs visible rather than independently deciding Government priorities.
• Facilitate requirements clarification among product owners, users, administrators, developers, implementation specialists, architects, testers, and external teams so work enters delivery ready and testable.
• Own the platform test strategy, regression baseline, release-quality evidence, and repeatable testing standards used by the Platform Team.
• Design, build, maintain, and execute ServiceNow Automated Test Framework (ATF) suites covering critical platform forms, lists, ACLs, workflows/flows, notifications, catalog functions, integrations, and reusable capabilities.
• Create and execute functional, integration, regression, exploratory, performance, and release-validation test scenarios proportionate to change risk.
• Coordinate UAT with product owners and stakeholders; ensure acceptance criteria, expected outcomes, defects, and approvals remain traceable to the release.
• Analyze defects, establish severity and reproducibility, distinguish pre-release findings from production issues, track remediation/retest, and identify recurring escaped-defect patterns.
• Prepare release evidence including test plans, cases, automated scripts, execution results, defect status, exceptions, and readiness recommendations for governance and go/no-go decisions.
• Validate upgrade and patch readiness through regression packs, pre/post comparisons, and targeted testing of platform-level integrations and critical shared capabilities.
• Perform post-production validation and rollback verification; ensure a change is not declared successful until agreed technical and user outcomes are demonstrated.
• Measure automation coverage, regression effectiveness, escaped defects, test-cycle time, and repeat-failure trends; recommend improvements that increase confidence and reduce manual effort.
• Maintain reusable testing guidance and coach implementation/product teams on approved ServiceNow testing practices without assuming ownership for product-team-specific application testing.

Qualifications

• Three or more years of business analysis and software quality engineering or test automation experience, including enterprise web/application testing.
• Two or more years of hands-on ServiceNow testing experience, including Automated Test Framework (ATF), regression testing, and validation of platform configuration and integrations.
• Experience designing risk-based test plans, test cases, traceability, defect workflows, release evidence, and post-production validation.
• Experience testing REST/SOAP or IntegrationHub integrations, workflows/flows, security/ACL behavior, catalog capabilities, and cross-system transactions.
• Working knowledge of ServiceNow release/change processes and the ability to evaluate readiness independently from the engineer who built the change.
• ServiceNow CSA and ATF-related training/micro-certifications strongly preferred; additional testing certification such as ISTQB is a plus.
• U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.

Preferred Qualifications and Certifications

• Federal consulting or financial-regulatory experience.
• Experience with ServiceNow family-upgrade testing, Performance Analytics, performance testing, and CI/CD-triggered automated tests.
• Experience building reusable enterprise regression suites and test-evidence dashboards.

Benefits

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team.
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required.
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays.
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!).
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021, 2022, 2023, & 2024!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!