The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a ServiceNow Test Manager in Raleigh, NC

Role Description

You’ll collaborate with technical teams, program leaders, and business stakeholders to design and implement effective, scalable testing frameworks—both manual and automated. If you’re passionate about quality, comfortable with complexity, and motivated to make an impact, this role is for you.

• Develop and lead a comprehensive testing strategy across all phases of the SDLC—functional, regression, integration, performance, and user acceptance testing (UAT).
• Define and manage detailed test plans, test cases, and scripts aligned with business requirements and ServiceNow best practices.
• Own the end-to-end testing process, including defect triage and resolution, in coordination with developers and business analysts.
• Leverage ServiceNow Automated Test Framework (ATF) and other tools to streamline and scale test automation.
• Partner with business teams to facilitate effective, engaging UAT sessions; capture actionable feedback and translate it into quality improvements.
• Report progress, test metrics, risks, and quality status to project leadership and key stakeholders.
• Maintain adherence to internal standards, security policies, and ServiceNow governance.
• Keep pace with ServiceNow releases and best practices, continuously improving testing capabilities.
• Mentor team members and end-users on testing best practices and ATF usage.

Skills & Requirements

• This person will need minimally 3-5 years proven experience with the ServiceNow ATF and test management tools (e.g., Zephyr, qTest, TestRail).
• They are looking for someone that has built out an enterprise test plan; specifically for a SNOW implementation – they should have a very strong grasp of ServiceNow Modules and platform functionality
• The chosen resource will work with cross functional plans to develop test strategie, create test plans, create test cases, and create test scripts. Their will be releases constantly over the next several years. They will release out of the box Incident Management, then will do a crawl walk and fix things, while they are releasing other modules of SNOW. Snow has been implemented to replace a lot of the sw/hw that is legacy and old .
• This hired gun will lead them through all these testing agenda. This will truly be a leader/manager but a 1 man team; right now they have some very informal ways of testing; so they will own the entire enterprise testing plan.
• They will have proven success designing test cases for functional, regression, and integration testing.
• They will be very hands-on experience with API testing (REST, SOAP).
• They should have familiarity with various development methodologies: Agile, Scrum, Waterfall, and Kanban.
• They should be skilled at coordinating and facilitating UAT, including stakeholder communication and training.
• ServiceNow certifications: CSA, Implementation Specialist, or Application Developer.
• Experience with ServiceNow’s Test Management module.
• ISTQB or Certified Agile Tester (CAT) certification.
• Background in cloud or managed services environments (MSP experience a plus).
• Familiarity with Salesforce, ITSM, or ITIL frameworks (ITIL v3 or v4 certification desirable).
• Experience with load/performance testing tools.
• ServiceNow Testing Experience (Primary Requirement) - specific
• Must have hands on experience testing ServiceNow—knows where things are in the system, understands workflows, knows how they should operate.
• Testing must be within the last 5 years.
• Minimum 3–5 years of experience overall in testing/QA with recent ServiceNow exposure.
• Manual Testing Experience
• Role is 100% manual testing, not automated testing.
• Must be able to read user stories and convert them into test scripts and test cases, including all steps.
• Strong Enough to Lead Testing Efforts Independently
• Team is organizationally immature in testing—they need someone experienced who can lead, guide, and tell them what needs to be done.
• Experience Testing ServiceNow Modules SPM and CSM
• Especially CSM (Customer Service Management)—the first major testing focus.
• Experience in SPM (Strategic Portfolio Management) is helpful but not required.
• Custom portal
• TalkDesk
• Other internal systems
• Strong communication and relationship building, especially with local teams and business users.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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