ServiceNow Test Architect

Roles & Responsibilities -

Test Automation & AIEnabled Quality Engineering

• Design and maintain a holistic test automation strategy for the ZEISS ServiceNow platform, aligned with GSTC.
• Standardize tools and frameworks, with strong focus on ServiceNow Automated Test Framework (ATF), and ensure effective use across teams.
• Ensure that automation is scalable, maintainable, and sustainable, supporting longterm platform evolution.
• Identify and promote AI use cases in QA, such as AIassisted test design, data generation, defect pattern analysis, and ATF test generation.
• Evaluate and introduce AIenabled tools and methods in line with ZEISS responsible AI guidelines, in alignment with Governance QA and GSTC.
• Define guardrails, best practices, and examples for AIsupported testing tasks to ensure quality, transparency, and compliance.
• Coach Test Managers, QA engineers, and developers on using AI and automation effectively in test design, execution, and defect analysis.
• Foster a culture of experimentation and continuous learning around AIenabled quality engineering.

QA Governance & Collaboration

• Collaborate closely with the Global Software Test Center to align on overarching QA strategies, standards, and methodologies.
• Reuse and adapt GSTC frameworks, assets, and best practices for the ServiceNow context, and share ServiceNowspecific learnings back.
• Support harmonization and standardization of QA processes, test automation approaches, and tooling between CITGP and GSTC.
• Define, refine, and govern QA processes (e.g., user acceptance, functional, nonfunctional, regression, and automated regression testing).
• Ensure QA processes are consistently applied and integrated into project and product delivery models.
• Maintain clear, uptodate documentation of QA and test automation processes, standards, and guidelines.
• Establish mechanisms to monitor adherence to QA processes, identify gaps and risks, and drive corrective and preventive actions.

QA Metrics, Continuous Improvement & Agile Delivery

• Define meaningful QA KPIs for the ServiceNow platform (e.g., test coverage, automation rate, defect trends, execution stability).
• Implement and maintain dashboards and reporting mechanisms for QA KPIs and regularly communicate insights to management and Product Owners.
• Identify opportunities to improve efficiency, effectiveness, and reliability of testing and QA processes based on data and industry trends.
• Evaluate and recommend new tools, methods, and approaches in collaboration with GSTC and Governance QA.
• Support prioritization, planning, and implementation of QA and test automation improvements, from concept through rollout and adoption.
• Promote qualitybydesign principles and integrate QA and test automation activities into agile ceremonies and workflows.
• Act as a trusted advisor on QA, test automation, and AIsupported testing for ServiceNow teams and stakeholders across ZEISS.

Education & Work Experience:

• 8+ years of professional experience in software quality assurance and test automation, ideally in an enterprise environment.
• Experience with multiple ServiceNow modules (e.g., ITSM, ITOM, HRSD, ITRF or similar).
• Practical ServiceNow experience, including administration, core development concepts, and technical components (e.g., flows, business rules, Client Scripts, UI Policies).
• Handson expertise with ServiceNow ATF, test automation best practices, frameworks, patterns, and automated test suite design and maintenance.
• Strong knowledge of software testing principles, methods, and life cycle; ISTQB Foundation Level (or higher) or comparable qualification.
• Experience defining and working with QA processes (UAT, functional, regression, nonfunctional testing, and test automation).
• Openness to and experience with AIsupported tools in development or QA, focusing on responsible, valueadding use.
• Proven experience in agile environments (Scrum) and crossfunctional collaboration.
• Strong communication skills, high selforganization, ownership, and initiative, with a focus on quality, reliability, and continuous improvement.
• Strategic and analytical thinking, with the ability to translate QA strategy into concrete actions and measurable outcomes.
• Degree in computer science, information systems, software engineering, or a comparable qualification.
• Very good written and spoken Communication.