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Senior ServiceNow Customer Service Management (CSM) Software Quality Assurance (SQA) Analyst

Altis Recruitment

Ottawa, Ontario

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    Save this job      2025-09-06

Senior ServiceNow Customer Service Management (CSM) Software Quality Assurance (SQA) Analyst

Altis Recruitment

Ottawa, Ontario
 
Salary: Information unavailable
 
We are seeking a Senior ServiceNow Customer Service Management (CSM) Software Quality Assurance (SQA) Analyst to play a key role in validating and verifying ServiceNow solutions for one of our clients in the Federal Government.

The ideal candidate will have a minimum of 3 years of hands-on experience with the ServiceNow CSM module, combined with a deep understanding of the Software Testing Life Cycle (STLC). This role will be part of a collaborative and dynamic team involving developers, business analysts, and stakeholders.

You will lead the testing strategy, execution, and support for CSM-related features to ensure alignment with business requirements, quality benchmarks, and performance expectations.

Key Responsibilities

  • Review and analyze business requirements and solution design documentation.

  • Design, develop, and execute test plans, test cases, and test scripts for the ServiceNow CSM module.

  • Perform functional, regression, integration, sanity, and performance testing.

  • Track and document test results, identify defects, and work with development teams for resolution.

  • Utilize key ServiceNow features such as ACLs, tables, and flows effectively in testing.

  • Provide input during sprint planning sessions regarding testing scope and risk.

  • Participate in User Acceptance Testing (UAT) and co-develop scripts with business users.

  • Generate detailed testing reports and metrics to track quality assurance progress.

  • Support business users with training on new functionalities and ensure user readiness.

  • Stay up to date with the latest ServiceNow releases, best practices, and tools.

  • Ensure accurate defect/enhancement differentiation and follow escalation protocols as needed.

Required Qualifications

  • Minimum 3 years of experience as an SQA Analyst focused on ServiceNow CSM.

  • Strong knowledge of ServiceNow platform capabilities, particularly within the CSM module.

  • Proven experience across all phases of the STLC.

  • Demonstrated ability to design and execute comprehensive test plans and test scripts.

  • Experience using Agile methodologies and participating in sprint ceremonies.

  • Solid understanding of performance testing concepts.

  • Familiarity with ServiceNow core features, including ACLs, tables, and workflows.

  • Excellent analytical, problem-solving, and defect-tracking skills.

  • Strong interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.

    ** Must be eligible to obtain security clearance

Top Skills Required

  • Hands-on ServiceNow experience in SQA planning and execution.

  • Strong understanding of CSM workflows and ServiceNow platform capabilities.

  • Effective communication skills, both written and verbal, tailored to diverse audiences.

Other Desired Skills

  • Self-directed, detail-oriented, and adaptable in a fast-paced environment.

  • Strong collaborative mindset with the ability to work independently.

  • Eagerness to continuously learn and stay current with ServiceNow tools and trends.

Assets (Nice to Have)

  • ServiceNow certification in CSM or QA modules.

  • Familiarity with test automation tools applicable to ServiceNow environments.

  • Previous experience supporting enterprise-level ServiceNow implementations.



We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.

We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

 

Have questions or want to learn more about us? We would love to hear from you!

 

militaryfamilies@altis.com

 

 

Whenever possible, reach out to a named contact rather than a general inbox  - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at

employment.Emploi@cfmws.com

 

 

 

About Altis Recruitment

Welcome on behalf on the Altis Recruitment team! Altis has a long-standing business relationship with the Defence community. For more than 30 years, we have been grateful to work alongside the Department of National Defence and countless military professionals. We know that family members of military personnel often make many personal sacrifices to support their loved ones. We understand that it can be difficult to pursue a career when embracing sudden changes like relocation and deployment. For some, this has meant putting a pause on career goals or professional development. We would like to provide you with everything you need for a successful and confident job search – in addition to access to job opportunities. Download the checklists our experts have created to help you be at your best from application to interview.