Director, Testing Services

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.  

We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.  

Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them

What our team values:

• Being humble and having each other’s backs
• Learning new things and sharing expertise with each other—by answering a quick question on teams, pairing on a feature, or leading a lunch and learn session
• Producing high quality work, we’re proud of, and not taking shortcuts
• Having fun—we like to joke around, eat lunch together, and even hang outside of work
• Leaving work at work, maintaining a sustainable pace (no big bangs, few big pushes)

Job Summary:

We are seeking an exceptionally experienced and dynamic individual to assume the role of Director of Testing Services within our Digital Technologies team, driving the testing foundations that includes tools, frameworks and processes ensuring the highest quality in the applications that we delploy. The ideal candidate will possess over 20 years of experience in leading testing teams and transformation projects, demonstrating strong technical leadership and distinguished people management capabilities.

Key Responsibilities:

• Lead and manage the Shared Testing Services team, ensuring best practices in testing tools, frameworks, and processes.
• Define and maintain testing frameworks, enabling teams to follow best practices and enhance existing tests. Champion the adoption and integration of advanced testing tools, frameworks, and AI-driven testing methodologies across the organization.
• Collaborate with teams to drive test stability and code coverage improvements.
• Standardize entry and exit criteria for testing, ensuring evergreen test automation and maintaining automated cross-functional and end-to-end test suites.
• Quality driven mindset: Establish and enforce rigorous quality processes and a quality-driven approach to ensure the highest standards of software delivery.
• Strategy Development: Develop and implement comprehensive strategies for defining, maintaining, and executing integration tests and end-to-end business flows within a heterogeneous landscape
• Provide insights and analytics on testing metrics, recurring issues, and prioritization of new features.
• Engage with cross-functional teams to ensure seamless integration of testing services and support.
• Drive continuous improvement in testing efficiency, effectiveness, and product quality.

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Minimum of 15 years of experience in testing services, quality assurance, or a related field.
• Proven experience in managing and leading large testing teams in enterprise software.
• Strong analytical and problem-solving skills.
• Strong experience in Selenium, Servicenow ATF and frameworks like Jasmine, Cucumber etc.,
• Should have experience in leading testing teams for enterprise applications like Servicenow, SAP, Workday, Oracle etc.,
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Experience with test automation tools, performance testing, and operational readiness testing.

Preferred Skills:

• Experience with AI and automation in testing services.
• Knowledge of industry best practices in testing and quality assurance.
• Familiarity with ServiceNow or similar platforms.

Work Style:

• Comfortable working autonomously with minimal guidance, supporting leadership and driving initiatives.
• Ability to operate without direct supervision, prioritizing tasks and supporting multiple leaders.

Leadership and Relationships:

• 8+ years of managerial experience, capable of both direct work contributions and managing a team.
• Proven capability in building relationships and fostering connections across various levels of the organization for success
• Proven track record of leading and managing high-performing teams.

Skills

• Strong understanding of Testing practices and proven experience of delivering great quality on enterprise software
• Exceptional verbal and written communication skills with a collaborative and engaging approach.
• Ability to interface effectively with customers and diverse roles across all organizational levels.
• Comfort in ambiguous situations, coupled with intellectual curiosity and a proactive attitude

Analytical & Data-Driven:

Analytical and data-driven mindset to solve complex business problems and recommend continuous improvement initiatives.

Environment and Tools:

• Thrives in a fast-paced, dynamic work environment.
• Servicenow Platform expertise in IT workflows is preferred

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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