QA / Test Engineer (Itsm Platform) (It Customer Support Services)

QA / TEST ENGINEER (ITSM PLATFORM) (IT CUSTOMER SUPPORT SERVICES)

Description

G2IT is seeking a QA / Test Engineer (ITSM Platform) to ensure the quality, security, and acceptance of applications, workflows, and dashboards delivered on the ITSM platform (e.g., ServiceNow), the Microsoft 365 / Power Platform collaboration environment, and the IT Service Portal for a Department of War agency supported by an enterprise IT Customer Support Services program. The test engineer designs and executes functional, regression, integration, accessibility, and security-focused testing, builds test automation where practical, and supports User Acceptance Testing and the formal stakeholder acceptance process that governs every backlog item. The role is the quality gate that keeps the percentage of sprint items completed and accepted by the Government high. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Develop test strategies, test plans, test cases, and acceptance criteria for backlog items on the ITSM platform (e.g., ServiceNow), Power Platform/SharePoint solutions, web content, and the Service Portal, working from user stories and Government requirements.
• Execute functional, regression, integration, negative, and end-to-end testing of applications, workflows (including the Customer-Confirmed Ticket Closure process), Service Catalog items, notifications, and integrations, and document results with evidence.
• Build and maintain automated test suites using platform and general-purpose tools (e.g., ServiceNow Automated Test Framework, Selenium/Playwright, Power Apps Test Studio) to accelerate regression testing across releases and platform upgrades.
• Perform Section 508 / WCAG accessibility testing and responsive design validation of web content, portal components, and applications, and support VPAT preparation.
• Support security-focused testing in coordination with the ISSE, including validation of secure coding requirements, input validation, role-based access, and data handling, and track defects to closure.
• Support User Acceptance Testing by preparing UAT scripts and test data, facilitating Government testers, capturing feedback, and assembling acceptance evidence (screenshots, recordings, results) for the Demonstration of Completed Work and stakeholder acceptance.
• Manage defect tracking, triage, and reporting; analyze defect trends and root causes; and recommend process and quality improvements to the development teams.
• Participate in Agile ceremonies, Change and Release Management for platform modifications, and platform upgrade regression cycles, and maintain test documentation and quality metrics for the Monthly Customer Support Activity Report.

Qualifications

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of software testing or quality assurance experience for web or enterprise applications.
• Experience developing test plans and test cases from requirements/user stories and executing functional, regression, and integration testing with documented evidence.
• Experience with test automation tools (e.g., ServiceNow ATF, Selenium, Playwright, or similar) and defect tracking tools.
• Working knowledge of Section 508 / WCAG 2.x accessibility testing.
• Experience supporting UAT and working in an Agile framework.
• Strong analytical, documentation, and communication skills.

DESIRED SKILLS:

• ISTQB Certified Tester (Foundation or Agile), ServiceNow Certified System Administrator, or CompTIA Security+ CE.
• Experience testing ServiceNow applications, Service Portal, Virtual Agent, and integrations, and Power Platform / SharePoint solutions.
• Experience with accessibility tools (e.g., ANDI, axe, JAWS/NVDA) and DoD Section 508 requirements.
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
• Familiarity with secure coding standards, NIST SP 800-218 SSDF, and security testing practices.
• Familiarity with Power BI report testing and data validation.

The annual salary for this position ranges from $70,000 to $80,000, depending on experience and qualifications.