Requirements:

• University Degree or equivalent work experience
• Proven experience in Application Support or Management (especially Ticket Management) 
• ITIL Introduction & Basics 
• ServiceNow Fundamentals 
• ServiceNow Scripting 
• GxP & GTrace tool 
• Application Development Fundamentals 
• ITSM Fundamentals 
• ITSM Implementation

Project description:

Our customer, Manage Now, is a German company specializing in comprehensive IT solutions, supporting enterprises in their digital transformation. With extensive experience, they offer high-quality services that include IT infrastructure management, business applications, and modern workplace (Digital Workplace) solutions. The company focuses on long-term relationships, tailoring services to meet clients’ specific needs, ensuring stability, security, and innovation.

They operate throughout Germany, with its primary goal being to help clients achieve long-term success in a dynamic technological landscape. The company serves a wide range of clients, including large enterprises and organizations with complex IT needs and provides modern IT infrastructures and scalable cloud solutions, such as SAP and AI, customized to clients’ requirements.

The Service Team provides full Application Management towards supporting the Internal Corporate HR and IT Workgroups, including the following services: implementation, integration and quality assurance of features and functions, including the ServiceNow platform support in terms of the investigation and resolution of application related incidents and problems. The service provided contains a fully managed operation using ITIL standards and processes and English as a language. The support is provided via ITSM tool.

Main responsibilities

• Evaluation, qualification, testing and supporting the regional QAS on various testing activities for the ServiceNow Jarvis solution.
• Evaluates, qualifies and tests Jarvis solution including only software part according to internal test specifications and processes. 
• Provides detailed technical summaries of test results in line with requirements and enhances documentation. 
• Acts as an interface for teams in own area of responsibility, during product development life cycle, including clarification with internal development. 
• Guides team members and other teams and recommends practice improvement. Contributes to building up knowledge base. Actively drives networking of development community. 
• Defines and implements proposals for cross-team process and communication improvements. Improves test specifications and process descriptions. 
• Acts as a technical consultant and advice where applicable. 
• Evaluates technical factors influencing the project. Identifies and assesses risks and provides adequate solutions. 
• Creates helper tools where applicable. 
• Defines test strategy for the project. 
• Communicates effectively with other project stakeholders (Project Management Team, Developers, etc.). 
• Reviews the quality of the artifacts created during the testing phase: bug reports, test reports, automated test scripts. 
• Verifies the retesting status of the bugs reported by other teams. 
• Supports 3rd Level Support Engineers and development teams in context of resolving field problems. 
• Continuous enhancement of the test suite to include new functionality. Automation Testing.
• Creating automated tests for specific areas/processes proposed by QA team itself.
• Documenting all relevant information related to automated tests. 
• Documenting all useful information for purpose of Knowledge Sharing. 
• Executing automated tests cyclically and creating a test report. 
• Fixing/improving automated tests based on current needs, e.g., tests failures due to test implementation (test itself works improperly) or changes in processes (made by development team). 
• Informing development team about found issues. Clarification of potential problems. 
• Performing regression test sessions related to ServiceNow and ServiceNow release. 
• Executing regression test cases (or only part of them) based on current needs/resources in agreement with development team. 
• Verifying all changes, fixes and new implementations completed by development team before making them available to users (before publishing to Production). 
• Regression Testing and Software Development Life Cycle (SDLC) Procedures.