Enterprise SaaS - SFDC - Servicenow ( ITSM)

We are seeking an Enterprise SaaS - SFDC - Servicenow (ITSM) professional to join our team. The ideal candidate will have experience in SAP QA, ITIL Foundation Certification, and strong knowledge of ServiceNow.

Requirements

• 3+ years of SAP QA experience, preferably in a financial services or banking environment.
• Demonstrated experience as a Business Analyst, ideally on IT programmes.
• ITIL Foundation Certification.
• Strong knowledge/experience of ServiceNow (SNOW) – particularly Change Management and CMDB.
• Understanding of ITSM processes in a regulated environment.
• Strong stakeholder engagement and communication skills – able to interface with risk, compliance, and operational teams.
• Experience in the banking/financial services sector, particularly in regulatory or finance systems.
• Exposure to Agile methodologies or hybrid delivery frameworks.
• Analytical thinking and attention to detail
• Strong documentation and communication skills
• Team player with proactive approach to problem-solving
• Ability to work under pressure and deliver to tight deadlines in a regulated environment

Benefits

• Collaborates with development/QA teams to define requirements and ensure the acceptance criteria encompasses complete functional objectives.
• Performs and oversees comprehensive risk assessments, prioritising the mitigation of functional failure modes (e.g. critical defects, integration issues) and non-functional threats (e.g. performance bottlenecks, security vulnerabilities, compliance gaps).
• Helps to define and co-owns the overarching test automation quality strategy for the practice, ensuring automated functional testing is aligned with capability and organisational goals.
• Oversees and coordinates test planning, resolving dependencies or conflicts to uphold quality standards at scale.
• Ensures squads integrate both functional and non-functional acceptance criteria into planning and reviews whilst communicating testing progress, risk, and opportunities to capability leadership.
• Manages defect tracking categorising and prioritising both functional failures and non-functional shortfalls ensuring systematic, consistent resolution.
• Measures and improves quality metrics – covering functional outcomes benchmarks.