Senior QA Engineer – ServiceNow

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. This role is responsible for ensuring the quality, reliability, performance, and stability of ServiceNow solutions across the enterprise. The Senior QA Engineer partners closely with architects, engineers, administrators, business analysts, product owners, and stakeholders to define testing strategies, validate business requirements, and ensure ServiceNow implementations meet functional, integration, security, and performance expectations. The Senior QA Engineer serves as a quality advocate throughout the software development lifecycle, driving test automation, continuous testing, and quality engineering practices while helping reduce production defects, operational risk, and release-related issues. This role plays a critical part in supporting DevOps and CI/CD practices, ensuring quality is embedded throughout the ServiceNow delivery lifecycle. Key Responsibilities Define, develop, and execute comprehensive test strategies for ServiceNow implementations, enhancements, integrations, platform upgrades, and releases. Create and maintain test plans, test cases, test scripts, test data, and quality documentation for functional, regression, integration, system, and user acceptance testing. Lead the design, implementation, and maintenance of automated test suites using ServiceNow Automated Test Framework (ATF) to support regression testing, release validation, and platform upgrades. Establish and promote testing standards, automation best practices, and quality gates across ServiceNow development teams. Validate ServiceNow solutions across multiple modules including ITSM, ITOM, ITAM, CSM, HAM, SAM, CMDB, Discovery, Service Mapping, and related platform capabilities. Test integrations between ServiceNow and external systems, including REST APIs, IntegrationHub, web services, middleware platforms, and third-party applications. Collaborate with engineers to integrate automated testing into GitHub-based development workflows, source control processes, and CI/CD pipelines. Validate code changes, update sets, application deployments, and release packages prior to production implementation. Identify, document, prioritize, and manage defects through resolution, working closely with engineering teams to ensure root causes are addressed. Support release readiness reviews and ensure adequate test coverage for platform enhancements, integrations, and defect fixes. Validate platform upgrades, patches, releases, and configuration changes to ensure stability and minimize business disruption. Develop and maintain quality metrics, dashboards, and reports to provide visibility into testing progress, defect trends, release readiness, and overall platform quality. Participate in sprint ceremonies, release planning, and continuous improvement initiatives. Support performance, security, integration, and end-to-end testing activities as required. Experience testing ServiceNow AI capabilities, including Now Assist, Control Tower, and other platform intelligence features, is highly desirable. Fluent English is mandatory, as the role requires daily collaboration with global teams and stakeholders. Minimum Requirements 5+ years of experience in software quality assurance, quality engineering, or testing enterprise applications. 3+ years of hands-on experience testing ServiceNow implementations and platform capabilities. Strong understanding of software testing methodologies, including functional, regression, integration, system, end-to-end, and user acceptance testing. Hands-on experience with ServiceNow Automated Test Framework (ATF), including creation, maintenance, and execution of automated test suites. Experience testing ServiceNow modules such as ITSM, ITOM, ITAM, CSM, HAM, SAM, CMDB, Discovery, Service Mapping, or related applications. Experience validating integrations using REST APIs, IntegrationHub, web services, and external platforms. Experience using Jira, Confluence, GitHub, or similar tools for Agile delivery, defect management, source control, and release management. Understanding of CI/CD pipelines, automated testing practices, and DevOps methodologies. Understanding of ServiceNow application development lifecycle, source control integration, update sets, and release management processes. Strong analytical, troubleshooting, and problem-solving skills. ServiceNow Certified System Administrator (CSA) certification. ITIL Foundation v3 or ITIL 4 certification. Additional Information Working Hours: This role requires 2 PM – 11 PM IST working hours #LI-GR1 #LI-Remote Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.