# ServiceNow TesterQA Engineer (Financial Services) Consultant/Senior Consultant [EY](https://www.jorb.ai/firms/ey.md) · Singapore · [Operations](https://www.jorb.ai/jobs/operations.md) EY is hiring a ServiceNow TesterQA Engineer (Financial Services) Consultant/Senior Consultant in Singapore. Posted 2026-01-26; applications close 2026-03-27. **Apply**: https://careers.ey.com/ey/job/ServiceNow-TesterQA-Engineer-%28Financial-Services%29-ConsultantSenior-Consultant-048583/1282721901/ Posted 2mo ago. ## Role details ## The Opportunity In Technology Risk, our purpose is to translate uncertainty into confidence so that performance is accelerated for our clients and our people. Confidence accelerates performance—when people work better, business works better, and the world works better. We are part of FSO Consulting, delivering technology risk solutions through the design, implementation, rationalization of controls and remediation to mitigate and prevent risks in our clients’ applications, infrastructure, and data. Our specialization covers information technology, information security, and third-party risk management. Using our proprietary methodology, our professionals help clients conduct internal controls diagnostics, perform internal controls transformations and risk remediation, and deliver internal controls testing outsourcing or co-sourcing services. ## Your Key Responsibilities ### Incident Management - Acknowledge and triage incidents raised by end users in the ServiceNow platform to ensure timely response and resolution. - Perform initial troubleshooting using logs, workflow traces, or configuration checks to restore service functionality quickly. - Apply standard recovery steps or known workarounds to resolve issues within L2 capability. - Engage with users to gather additional information or reproduce the issue where necessary. - Escalate unresolved or complex incidents to L3 support when code or configuration changes are required. - Update incident records with investigation details, resolution actions, and communication notes to maintain traceability. - Ensure incident handling aligns with defined SLAs, priority classifications, and communication guidelines. ### Request Fulfilment - Review incoming requests to identify enhancement or change requirements related to the ServiceNow platform. - Validate request details, confirm scope, and secure appropriate approvals before forwarding to the L3/development team for assessment and implementation. - Coordinate with requesters to gather clarifications or supporting information as needed. - Track the progress of enhancement requests and provide updates to stakeholders. - Ensure all requests are logged, categorized, and routed accurately within the ITSM tool in alignment with ITIL processes. ### Change Management - Prepare and raise Change Requests (CRs) in accordance with the organization’s change management process and governance framework. - Include scope, impacted modules, deployment steps, rollback plan, validation plan, and risk assessment in each CR. - Coordinate with stakeholders to obtain timely approvals and ensure all mandatory CAB reviews are completed prior to production deployment. - Facilitate CAB review sessions by providing complete change details and addressing clarifications as required. - Ensure deployments comply with segregation of duties, access control policies, and change management standards. - Track change status, approvals, and closures to meet SLAs and audit requirements; maintain accurate change records for traceability and post-deployment verification. ### Release Management and Documentation - Manage end-to-end release preparation and execution for approved changes, ensuring smooth production deployments. - Prepare comprehensive release notes detailing scope, impacted items, enhancements or fixes, known issues, and post-deployment validation steps. - Coordinate deployment readiness checks, including data backup, dependency validation, and access readiness. - Execute production deployments, including promotion of update sets and configuration migrations, per approved CRs. - Maintain a rollback plan and ensure readiness in case of deployment failures. - Document post-deployment validation results and update deployment logs for audit and traceability. - Store release notes, deployment logs, and rollback plans in a central repository for reference and compliance review. - Collaborate with L3 and release management teams to continuously improve deployment checklists and release quality. ### Monitoring and Observability - Continuously monitor the health, availability, and performance of the ServiceNow platform across Production, UAT, and SIT environments. - Review system and integration logs and scheduled jobs to identify anomalies or performance issues. - Ensure monitoring dashboards and alerts are reviewed regularly and acted upon to prevent service disruptions. - Perform first-level investigation of alerts and initiate corrective measures where feasible. - Escalate unresolved or recurring issues to L3 or platform engineering with complete diagnostic details. - Participate in periodic platform health reviews to provide insights and recommendations for improvement. ### Root Cause Analysis and Problem Management - Conduct root cause analysis for recurring or high-impact incidents. - Reproduce issues in non-production environments to confirm causes and validate fixes. - Identify underlying factors such as data issues, configuration gaps, or integration delays. - Document RCA findings with cause, impact, and recommended actions in incident or problem records. - Collaborate with L3 or platform engineering to implement permanent fixes as required. - Participate in post-incident reviews and update runbooks or knowledge articles with recovery steps or preventive measures. ### Communication and Coordination - Serve as the primary communication bridge between end users, stakeholders, and L3/development teams for ServiceNow issues and requests. - Provide timely updates on incident progress, RCA outcomes, and deployment activities to stakeholders. - Coordinate with business users during issue replication or validation to ensure fixes meet expectations. - Work with L3 support and platform engineering to track progress on escalations, enhancements, and changes. - Notify stakeholders in advance of planned deployments, maintenance windows, or outages. - Participate in regular reviews or stand-up meetings to discuss open incidents, changes, and releases. - Maintain clear documentation of communications and actions for traceability. - Escalate critical issues promptly following the escalation matrix to ensure business continuity. ### Compliance and Access Control - Ensure all activities on the ServiceNow platform comply with security, governance, and audit policies. - Adhere to Segregation of Duties (SoD); L2 support may perform deployments and administrative actions only within authorized boundaries and must not perform development or configuration changes. ## To Qualify for the Role - Possess a degree in Information Technology, Computer Science, Engineering, or a related field. - 1 to 3 years of QA experience with exposure to ServiceNow testing. - Strong understanding of ServiceNow modules (e.g., ITSM, ITOM, ITAM, HRSD, ITRM, Security Operations, Workplace Service Delivery, Strategic Portfolio Management, etc.) and workflows. - Strong experience in ServiceNow testing, including Automated Test Framework (ATF). - Experience in managing end-to-end SIT and UAT cycles. - Deep understanding of ServiceNow architecture, workflows, and module functionalities. - Proven experience in test strategy development, test case design, and defect management. - Hands-on experience with automation tools (e.g., Selenium, REST API testing tools, Postman). - Strong analytical and problem-solving skills with attention to detail. - Experience in integrating ServiceNow with other enterprise systems (e.g., SAP, Workday) is advantageous. - Experience with ServiceNow upgrades and patch testing is a plus. - Familiarity with Agile/Scrum methodologies and CI/CD pipelines is a plus. ## What We Look For Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player who collaborates with people from various teams while developing your career in a dynamic organization. ## What We Offer - Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. - Success as defined by you: We’ll provide the tools and flexibility so you can make a meaningful impact, your way. - Transformative leadership: We’ll give you the insights, coaching, and confidence to be the leader the world needs. - Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. ## Application If you can demonstrate that you meet the criteria above, please contact us as soon as possible. The exceptional EY experience. It’s yours to build. EY | Shape the future with confidence EY exists to build a better working world, helping to create long-term value for clients, people, and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. 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