Quality Engineer - Service Now

Test Engineer – Quality Engineering (ServiceNow / Manual Testing) Engagement Type: Contract (6 months, with potential for renewal) Location: Onsite – Columbus, Ohio - 4 days per week (Monday–Thursday) Fridays are re

The Opportunity

We are seeking a highly skilled Test Engineer – Quality Engineering to support critical ServiceNow initiatives, with a strong emphasis on Customer Service Management (CSM) and enterprise ServiceNow modules. This role will play a key part in ensuring high-quality, end-to-end testing as the organization migrates from Salesforce Service Cloud to ServiceNow.

The ideal candidate is a hands-on manual tester with deep functional knowledge of ServiceNow, strong experience executing regression and end-to-end testing, and the confidence to work across internal teams and third‑party vendors while always protecting the company’s best interests.

What You’ll Do

• Develop, document, and execute manual test plans and test cases based on business and technical requirements
• Perform functional, integration, regression, and end‑to‑end testing across ServiceNow applications
• Partner closely with SCRUM teams, Product Owners, Developers, Business Analysts, and Quality Engineers to embed testing into Agile planning and delivery
• Actively participate in design, grooming, and technical discussions to identify risks early and ensure test coverage
• Own test plan creation, execution, defect tracking, and test results reporting with a focus on on‑time delivery
• Validate complex ServiceNow workflows and integrations, including downstream system impacts
• Support testing across multiple ServiceNow modules, with particular strength in:
• Customer Service Management (CSM) – primary focus
• IT Service Management (ITSM)
• Facilities Service Management (FSM)
• Health & Safety
• Ensure high-quality collaboration with third‑party partners and vendors, understanding how vendor systems interact with internal platforms
• Maintain and promote manual testing best practices while identifying opportunities to improve quality and reduce cycle time
• Apply an automation mindset, with some exposure to Playwright preferred (manual testing remains the priority)

What You’ll Bring

Required Skills & Experience

• 3–5+ years of hands-on ServiceNow testing experience, with strong functional expertise
• Proven experience testing CSM workflows, ideally within a large enterprise environment
• Strong background in manual testing, including regression and end‑to‑end scenarios
• Solid understanding of SDLC and Agile/Scrum methodologies
• Experience working in environments with third‑party vendors and external partners
• Familiarity with front-end and back-end architectures and system integrations
• Experience using:
• JIRA for defect and test tracking
• Confluence for documentation
• Zephyr or other test management tools (Zephyr preferred)
• Excellent communication skills and ability to collaborate across cross‑functional teams
• Strong sense of ownership, accountability, and advocacy for product quality

Nice to Have

• Some hands-on experience with Playwright or exposure to test automation concepts
• Prior experience in the restaurant, food service, or consumer industry
• Experience with ROVO or similar AI-enabled tools (nice to have, not required)