ServiceNow Testing Manager

Job Level: Director

Job Function: Change Management

Location:

Charlotte, NC, US, 28202 Charlotte, NC, US, 28202 Tralee, IE

Employment Type: Full Time

Requisition ID: 5899

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $190,000.00 and $227,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

We are seeking a skilled ServiceNow Testing Manager to oversee test planning and execution while also driving requirements gathering and stakeholder engagement for ServiceNow projects. This hybrid role demands a strong understanding of the ServiceNow platform, including modules like ITSM, ITOM, HRSD, or GRC, as well as a structured approach to software testing, quality assurance, and business process analysis.

Role Objectives

Define and implement comprehensive test strategies for ServiceNow modules and customizations.
Create and manage detailed test plans, test cases, and test scripts for functional, integration, regression, and UAT phases.
Coordinate test activities across cross-functional teams including developers, QA analysts, and business users.
Manage defect tracking and resolution using tools like JIRA or ServiceNow Test Management.
Ensure ServiceNow platform changes meet quality, compliance, and business expectations.
Support automation testing strategies where applicable.
Collaborate with business stakeholders to gather and analyze requirements related to ServiceNow workflows, forms, integrations, and service catalog items.
Document current and future state business processes and translate them into functional specifications.
Facilitate workshops, requirement walkthroughs, and solution validation sessions.
Serve as a liaison between the business and technical teams to ensure alignment on deliverables.
Support configuration and testing validation based on user stories and acceptance criteria.

Qualifications and Skills

Bachelor’s degree in Information Systems, Computer Science, or related field.
10+ years of experience in QA/test management with at least 2+ years focused on ServiceNow implementations.
3+ years of experience in a Business Analyst role working with ServiceNow or other ITSM platforms.
Strong understanding of ServiceNow modules such as ITSM, ITOM, CMDB, or HRSD.
Experience in using test management and defect tracking tools.
Excellent communication, documentation, and stakeholder management skills.
Proficiency in Agile or hybrid SDLC methodologies.

Preferred Qualifications

ServiceNow Certified System Administrator or other relevant certifications (e.g., ITSM, HRSD, GRC).
Experience with ServiceNow ATF (Automated Test Framework).
Experience working in regulated environments (e.g., financial services, healthcare, public sector).

SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.