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The ServiceNow SAM Quality Assurance & Test Manager is a senior technical and people leadership role responsible for overseeing a team of Systems Administrators who support software testing and quality assurance activities in ServiceNow for our VA-ESOM- End Point Support and Operations Monitoring contract supporting the Software Asset Management (SAM) Remediation project. This individual serves as the central authority for test strategy, governance, and quality standards for all software title deployments. The incumbent ensures that systems, applications, and software releases meet defined functional, performance, and business requirements before entering the Software Development Life Cycle (SDLC) process. This position requires a balance of hands-on expertise in software testing methodologies and strong people management skills to guide, develop, and hold accountable a team of technical professionals.

Location: Remote within US supporting EST working hours.

Responsibilities:

People Management & Team Leadership

• Supervise, mentor, and develop a team of Systems Administrators supporting testing and quality assurance functions.
• Establish clear performance expectations, conduct regular one-on-ones, and deliver formal performance evaluations.
• Foster a culture of quality, continuous improvement, and accountability within the team.
• Identify training and professional development opportunities to build team capability in testing tools, methodologies, and best practices.
• Manage workload distribution, scheduling, and resource allocation across concurrent testing efforts.
• Recruit, onboard, and retain qualified testing personnel in alignment with contract requirements.
• Support subcontractor oversight, performance monitoring, and technical direction in accordance with program expectations.

Test Strategy & Planning

• Develop, own, and continuously refine the ServiceNow SAM overall test strategy and test governance framework.
• Define testing scope, entry and exit criteria, risk-based testing approaches, and test coverage standards for all software initiatives.
• Create and maintain test plans that address functional testing, integration testing, and user acceptance testing (UAT) for each software deployment lifecycle.
• Collaborate with project managers, business analysts, and scrum masters to align testing timelines with project milestones and deployment schedules.

Test Plan Development & Management

• Oversee the design, development, review, and maintenance of comprehensive test plans, test cases, test scripts, and test data sets.  Test plans can be manual or automated using CI/CD.
• Ensure test cases provide traceability to business requirements and system specifications.
• Establish and enforce standards for test plan documentation, version control, and reusability.
• Leverage test management tools to maintain a centralized, organized repository of test artifacts in alignment with VA documentation standards.

User Acceptance Testing (UAT) Coordination

• Serve as the primary coordinator for all UAT activities, partnering with VA business stakeholders.
• Develop UAT plans, schedules, and participant guides
• Facilitate UAT sessions, track participant feedback, and synthesize findings into actionable defect reports and go/no-go recommendations.
• Manage stakeholder communications throughout UAT cycles to ensure timely resolution of issues and alignment on release readiness.

Integration Testing

• Lead the planning and execution of integration testing efforts following application updates, patches, and configuration changes.
• Coordinate with Systems Administrators to schedule and execute integration tests within defined project timelines.
• Evaluate opportunities to implement test automation to improve integration testing efficiency and coverage.

Quality Assurance for Software Title Deployments

• Ensure all software deployment components have undergone appropriate QA review, including compatibility, security, and usability tests.
• Track post-deployment quality metrics and facilitate lessons-learned reviews to drive continuous improvement.

Reporting & Communication

• Communicate risks, blockers, and testing outcomes clearly and proactively to all relevant stakeholders.
• Maintain comprehensive documentation of testing activities, decisions, and outcomes in support of VA audit and compliance requirements, including Section 508 and FISMA.