ServiceNow Quality Assurance Specialist

GDIT is seeking a Quality Assurance Specialist to support the National Institutes of Health (NIH), National Institute of Allergy and Infectious Diseases (NIAID) under the Business Process and Information Management Branch (BPIMB) ServiceNow Support Services (SNSS) program.

In this role, you will develop, implement, and sustain quality control and testing processes that ensure NIAID’s ServiceNow platform, workflows, and associated documentation meet stringent quality assurance standards. You will be responsible for defining quality metrics, executing structured test cycles, validating system functionality, and performing formal and informal reviews throughout the development lifecycle.

The Quality Assurance Specialist will work closely with developers, administrators, business analysts, architects, and federal stakeholders to validate functionality, ensure compliance, and maintain comprehensive quality assurance documentation.

Other responsibilities will include:

• Develop, implement, and maintain quality control methodologies aligned with NIH and NIAID standards.
• Define quality metrics, acceptance criteria, scoring parameters, and quality assurance processes.
• Create and execute test plans, test scripts, test cases, and traceability documentation for ServiceNow enhancements, integrations, and operational updates.
• Conduct functional, regression, integration, and accessibility test cycles for ServiceNow modules and customizations.
• Evaluate hardware, software, configurations, and documentation for compliance and accuracy.
• Participate in design reviews, sprint demonstrations, release readiness sessions, and other formal and informal review stages throughout the development lifecycle.
• Document defects, track resolution, validate fixes, and maintain accurate QA evidence throughout the release process.
• Collaborate with ServiceNow developers, architects, and business analysts to confirm test results, clarify requirements, and ensure deployment readiness.
• Maintain QA artifacts, test results, defect logs, traceability matrices, and compliance documentation.
• Identify recurring issues or quality trends and provide recommendations for continual improvement.

Required Qualifications and Skills:

• Bachelor’s degree (or equivalent experience).
• 5 or more years of experience in software quality assurance, testing, or process quality in a large computer-based environment.
• Hands-on experience testing or supporting ServiceNow in enterprise environments.
• Demonstrated experience developing quality metrics, acceptance criteria, scoring parameters, and QA methodologies.
• Demonstrated experiencedeveloping and executing test plans, test cases, test scripts, test data, and expected results.
• Experience performing functional, regression, and integration testing.
• Experience participating in structured lifecycle reviews such as design reviews, sprint demos, and release readiness checkpoints.
• Familiarity with ITSM, ITOM, CMDB, SecOps, or related enterprise workflow testing.
• Ability to analyze system behavior, workflows, and documentation to identify defects and recommend corrective actions.
• Strong documentation skills with high attention to detail.
• Experience in Agile environments with structured change and release management.
• Strong communication and collaboration skills.
• Ability to obtain and maintain NIH Public Trust.

Desired Skills:

• Experience using ServiceNow Automated Test Framework (ATF).
• Knowledge of accessibility and Section 508 validation processes.
• Experience with API and integration testing through REST, SOAP, or MID Server patterns.
• Experience supporting security or vulnerability response validation activities.
• Experience creating QA dashboards or reports using ServiceNow or similar tools.
• QA-related certification, such as CSQA, CSTE, ISTQB.
• Experience working in federal health IT environments or NIH programs.

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