Henderson Security Services is seeking a detail-oriented andanalytical ServiceNow Engineer to ensure high-quality delivery and governanceacross our ServiceNow platform. This role is critical in driving testingexcellence, automation, process improvement, and compliance with platformstandards. The ideal candidate will possess strong ServiceNow expertise, astructured testing mindset, and the ability to collaborate effectively withboth technical and business stakeholders.
Responsibilities
- Design and execute test scenarios for ServiceNow modules supporting security incident reporting, dispatch coordination, and case management.
- Perform functional, system, integration, and regression testing to ensure uninterrupted support for 24/7 security operations.
- Validate workflows related to incident escalation, guard deployment, access control requests, and emergency response processes.
- Identify system risks, defects, or gaps that may impact security service delivery, response times, or operational compliance.
- Support testing of integrations between ServiceNow and security-related systems (e.g., surveillance monitoring, access control, reporting tools).
- Ensure system readiness and stability for mission-critical security operations and audits.
- Analyze business requirements, user stories, and acceptance criteria to develop comprehensive test scenarios.
- Design, execute, and maintain regression test suites across ServiceNow releases and upgrades.
- Perform functional, system, integration, and regression testing.
- Log, track, and manage defects, including root cause analysis and resolution support.
- Design, develop, and maintain automated test scripts using the ServiceNow Automated Test Framework (ATF).
- Identify automation opportunities and convert manual test cases into automated tests.
- Maintain automation suites to ensure stability after upgrades, patches, and configuration changes.
- Support CI/CD pipelines by ensuring adequate automation coverage for deployments and releases.
- Continuously improve test automation coverage and efficiency.
- Collaborate with stakeholders to understand business and project requirements.
- Analyze and document as-is processes, identifying gaps, risks, and improvement opportunities.
- Maintain clear documentation of workflows, configurations, testing strategies, and traceability.
- Support and enforce platform governance standards, policies, and best practices.
Requirements
- Bachelor's degree in information technology, Business, or a related field.
- Minimum of 8 years of experience in ServiceNow, testing, or process analysis roles.
- Proven hands-on experience in testing ServiceNow implementations.
- Strong experience in test design, regression testing, and automation (preferably using ATF).
- Experience working in governance-driven or enterprise environments.
- Strong knowledge of ServiceNow configuration and customization.
- Experience with ServiceNow modules such as ITSM, ITOM, HRSD, CSM, CMDB, and custom applications.
- Understanding of ServiceNow workflows and scripting impacts.
- Solid understanding of the Software Testing Life Cycle (STLC) and Agile/Scrum methodologies.
- Basic knowledge of JavaScript is must.
- Familiarity with project management tools and practices.
- ServiceNow Certified System Administrator (CSA) certification is plus, as it validates strong foundational knowledge of the ServiceNow platform and ensures candidates can effectively configure, manage, and support enterprise-level solutions.
