[Hiring] ServiceNow SAM Quality Assurance & Test Manager @Kentro

Role Description

The ServiceNow SAM Quality Assurance & Test Manager is a senior technical and people leadership role responsible for overseeing a team of Systems Administrators who support software testing and quality assurance activities in ServiceNow for our VA-ESOM- End Point Support and Operations Monitoring contract supporting the Software Asset Management (SAM) Remediation project. This individual serves as the central authority for test strategy, governance, and quality standards for all software title deployments. The incumbent ensures that systems, applications, and software releases meet defined functional, performance, and business requirements before entering the Software Development Life Cycle (SDLC) process. This position requires a balance of hands-on expertise in software testing methodologies and strong people management skills to guide, develop, and hold accountable a team of technical professionals. Location: Remote within US supporting EST working hours.

Responsibilities

• People Management & Team Leadership
  • Supervise, mentor, and develop a team of Systems Administrators supporting testing and quality assurance functions.
  • Establish clear performance expectations, conduct regular one-on-ones, and deliver formal performance evaluations.
  • Foster a culture of quality, continuous improvement, and accountability within the team.
  • Identify training and professional development opportunities to build team capability in testing tools, methodologies, and best practices.
  • Manage workload distribution, scheduling, and resource allocation across concurrent testing efforts.
  • Recruit, onboard, and retain qualified testing personnel in alignment with contract requirements.
  • Support subcontractor oversight, performance monitoring, and technical direction in accordance with program expectations.
• Test Strategy & Planning
  • Develop, own, and continuously refine the ServiceNow SAM overall test strategy and test governance framework.
  • Define testing scope, entry and exit criteria, risk-based testing approaches, and test coverage standards for all software initiatives.
  • Create and maintain test plans that address functional testing, integration testing, and user acceptance testing (UAT) for each software deployment lifecycle.
  • Collaborate with project managers, business analysts, and scrum masters to align testing timelines with project milestones and deployment schedules.
• Test Plan Development & Management
  • Oversee the design, development, review, and maintenance of comprehensive test plans, test cases, test scripts, and test data sets. Test plans can be manual or automated using CI/CD.
  • Ensure test cases provide traceability to business requirements and system specifications.
  • Establish and enforce standards for test plan documentation, version control, and reusability.
  • Leverage test management tools to maintain a centralized, organized repository of test artifacts in alignment with VA documentation standards.
• User Acceptance Testing (UAT) Coordination
  • Serve as the primary coordinator for all UAT activities, partnering with VA business stakeholders.
  • Develop UAT plans, schedules, and participant guides.
  • Facilitate UAT sessions, track participant feedback, and synthesize findings into actionable defect reports and go/no-go recommendations.
  • Manage stakeholder communications throughout UAT cycles to ensure timely resolution of issues and alignment on release readiness.
• Integration Testing
  • Lead the planning and execution of integration testing efforts following application updates, patches, and configuration changes.
  • Coordinate with Systems Administrators to schedule and execute integration tests within defined project timelines.
  • Evaluate opportunities to implement test automation to improve integration testing efficiency and coverage.
• Quality Assurance for Software Title Deployments
  • Ensure all software deployment components have undergone appropriate QA review, including compatibility, security, and usability tests.
  • Track post-deployment quality metrics and facilitate lessons-learned reviews to drive continuous improvement.
• Reporting & Communication
  • Communicate risks, blockers, and testing outcomes clearly and proactively to all relevant stakeholders.
  • Maintain comprehensive documentation of testing activities, decisions, and outcomes in support of VA audit and compliance requirements, including Section 508 and FISMA.

Qualifications

• Minimum of 10 years of progressive experience in ServiceNow software quality assurance and testing, with at least 3 years in SAM focused supervisory or team lead capacity.
• Bachelor's degree in engineering, Computer Science, Systems, Business or related scientific or technical discipline. 8 years of additional relevant experience can be substituted for the degree requirement.
• Experience with ServiceNow Agile Development and Test Management Tools.
• Demonstrated experience managing or coordinating UAT programs in a complex, multi-stakeholder environment.
• Hands-on experience developing and executing test plans, both manual and automated.
• Experience with software title deployments in an enterprise IT environment.
• Strong knowledge of software testing methodologies (Agile, Waterfall, hybrid), including functional, regression, integration, and acceptance testing.
• Solid understanding of defect tracking and management processes.
• Proven ability to lead, motivate, and develop a team of technical professionals.
• Strong written and verbal communication skills; ability to translate technical findings for non-technical VA stakeholders.

Preferred Qualifications

• Active ServiceNow Certifications: ServiceNow Certified System Administrator (CSA).
• ISTQB Certified Tester (Foundation or Advanced Level), Certified Manager of Software Testing (CMST) (QAI) or equivalent QA certification.
• Active ServiceNow certification: Certified Implementation Specialist- Software Asset Management (CIS-SAM).
• Active Agile certification (CSM, SAFe, or equivalent).
• Familiarity with federal IT compliance frameworks: FISMA, FedRAMP, NIST 800-53, and VA Section 508.
• Experience with test automation frameworks and tools (e.g., Selenium, Playwright, Postman, or similar).
• Familiarity with ITIL service management principles, particularly change and release management.
• Experience working with VA enterprise systems (VistA, CDW, VA OIT infrastructure) or other federal agency environments.
• Experience working within DevSecOps pipelines and CI/CD environments for enterprise software deployments.
• ServiceNow Micro-Certification in Agile and Test Management.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Commitment to incorporating fun into every day with activities – virtual and in-person.
• Support for community engagement through charity galas/events.