Headline

ServiceNow QA Lead & Consultant | ITSM | ServiceNow Mobile | ATF Automation | Zero-Defect Platform Upgrades

About

ServiceNow QA Lead with 8+ years building and running enterprise-grade quality programmes across global ITSM deployments. I have spent my career making sure ServiceNow releases land cleanly — leading QA teams, architecting ATF automation suites, and driving major platform upgrades to production with zero critical defects. At Atos, I cut manual regression effort by 50% through ATF automation and maintained a sub-2% defect escape rate across sprints. At IBM, I managed service quality for large-scale enterprise clients in SLA-driven environments. What I do: ServiceNow QA leadership: Test strategy, risk-based testing, quality gates, release management ATF automation : Design, build and maintain automated test suites across ITSM and Service Catalog Defect triage and stakeholder reporting: Cross-functional sessions with POs, developers, and business teams Platform upgrades and patch validation: Zero-defect delivery across three major upgrades Team management and mentoring: Led 4-5 QA engineers; onboarded and coached junior resources Certified: CIS-ITSM | CSA | ITIL V4 | ATF Automation | Agile & Test Management (all ServiceNow-issued) Open to ServiceNow QA Lead and Senior ServiceNow Consultant roles.

Location

Greater Bengaluru Area

AI stack

claude

ChatGPT

Microsoft Copilot

Work experience

Senior Consultant at Atos, Sep 2023 - Present · 3 y 2 mo, Bengaluru, Karnataka, India, Note on vendor role : Sep 2023 – Aug 2024 via Ashra Technologies, converted to Atos permanent in Aug 2024. Leading ServiceNow QA delivery for enterprise clients, managing a team of 4-5 QA engineers across full SDLC cycles. Key results: Reduced manual regression effort by 50% through end-to-end ATF automation suite design and implementation. Delivered three major ServiceNow platform upgrades to production with zero critical defects. Maintained sub-2% defect escape rate via structured cross-functional triage with POs, developers, and business stakeholders. Architected risk-based test strategies for ITSM and Service Catalog modules, shifting quality left in the release cycle Produced quality dashboards and defect metrics for senior leadership, enabling data-driven go/no-go decisions Scope: Functional, regression, UAT, and end-to-end testing across DEV, TEST, and PROD instances. Upgrade and patch validation. ATF automation. SLA compliance. Certified: CIS-ITSM | CSA | ITIL V4 | ATF

Advisory System Analyst at IBM, Nov 2021 - Sep 2023 · 1 y 10 mo, Bengaluru, Karnataka, India, ServiceNow quality and operations analyst for enterprise clients in SLA-driven managed services environments. Key results: Managed update set promotions across DEV/TEST/UAT/PROD with zero environment integrity failures. Administered ServiceNow upgrades and plugin installations, maintaining zero downtime for client environments. Built and maintained functional and regression test case libraries across multiple client workstreams. Bridged business and technical teams: translated requirements into actionable ServiceNow configurations and validated outcomes. Scope: Incident Management, Problem Management, Change Management, Service Catalog. Update set management, upgrade validation, test execution, defect reporting.

ServiceNow Consultant at Atos Syntel, Aug 2020 - Nov 2021 · 1 y 3 mo, Pune, Maharashtra, India, ➢ Gather requirements and provide collaborative solutions to resolve issues, solve technical problems or do the enhancements ➢ Experience in gathering and documentation of requirements, acceptance criteria and other artefacts using the SDLC application in ServiceNow. ➢ Experience in creating, reviewing and updating test cases. ➢ Experience in communicating with different stakeholders across the organization on the Business side and the Technical/Engineering side. ➢ Experience in writing detail system use cases, developing business test cases, and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users ➢ Access control ➢ Design and configure forms ➢ Defining and implementing service-level agreements (SLAs), notifications ➢ Scheduling and monitoring jobs ➢ Customizing workflow as per client requirements ➢ Build reports and dashboards in ServiceNow ➢ Experience in ServiceNow Upgrades ➢ Implemented Automated Test Framework to automate the test process as much as possible ➢ Spearheaded Incident Auto Routing initiative in order to reduce overhead on ServiceDesk and improve incident resolution time along with customer satisfaction ➢ Mentored new resources/freshers in ServiceNow.

Assistant Technical Service Engineer at Fujitsu, Jun 2016 - Jul 2020 · 4 y 1 mo, Pune Division, Maharashtra, India, June 2016 - August 2018 ➢ Responsible for entire Publishing activity during migration from SDL Tridion 2011 to SDL WEB 8 ➢ Configuring PRTG tool for Monitoring purposes ➢ Availability of Servers and Websites ➢ Review of System Logs and Events ➢ Report on malicious or suspicious activity on systems ➢ Maintain User access administration ➢ Deployment of Releases and Hotfixes ➢ Align with responsible teams during Windows Patching activity ➢ Disable unnecessary services on servers ➢ Access control ➢ Monitoring of system activity ➢ Responsible for resolution of tickets created by users ➢ Improving performance of Websites and Servers ➢ Documentation of Operations related documents ➢ Align with the Japan members during Hyper Care activities ➢ Requirement gathering for migration from SharePoint to ServiceNow ➢ Worked as ServiceNow QA during the migration phase. June 2018 - August 2020 ⮚ Experience in configuring and customizing Service now applications and modules such as Incident Management, Problem Management, Change Management and Service Catalog. ⮚ Experience in Service now customization – Form Design, UI Policies, Business rules, Client scripts, Workflows, Email Notifications, UI actions ⮚ Defining and implementing service-level agreements (SLAs), notifications and reports ⮚ Design and configure forms and emails. ⮚ Scheduling and monitoring jobs ⮚ Experience in ServiceNow Upgrades ⮚ Implemented Automated Test Framework to automate the test process ⮚ Adding users, creating roles and groups ⮚ Build dashboards on ServiceNow for customers

Education

Bachelor of Technology - BTech, Computer Science and Engineering, Vivekananda Institute of Technology

Senior Secondary Education, PCM, Millia Convent