ServiceNow SAM Quality Assurance & Test Manager (VA ESOM)

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.                                         

Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

The ServiceNow SAM Quality Assurance & Test Manager is a senior technical and people leadership role responsible for overseeing a team of Systems Administrators who support software testing and quality assurance activities in ServiceNow for our VA-ESOM- End Point Support and Operations Monitoring contract supporting the Software Asset Management (SAM) Remediation project. This individual serves as the central authority for test strategy, governance, and quality standards for all software title deployments. The incumbent ensures that systems, applications, and software releases meet defined functional, performance, and business requirements before entering the Software Development Life Cycle (SDLC) process. This position requires a balance of hands-on expertise in software testing methodologies and strong people management skills to guide, develop, and hold accountable a team of technical professionals.

Location: Remote within US supporting EST working hours.

Responsibilities:

People Management & Team Leadership

• Supervise, mentor, and develop a team of Systems Administrators supporting testing and quality assurance functions.
• Establish clear performance expectations, conduct regular one-on-ones, and deliver formal performance evaluations.
• Foster a culture of quality, continuous improvement, and accountability within the team.
• Identify training and professional development opportunities to build team capability in testing tools, methodologies, and best practices.
• Manage workload distribution, scheduling, and resource allocation across concurrent testing efforts.
• Recruit, onboard, and retain qualified testing personnel in alignment with contract requirements.
• Support subcontractor oversight, performance monitoring, and technical direction in accordance with program expectations.

Test Strategy & Planning

• Develop, own, and continuously refine the ServiceNow SAM overall test strategy and test governance framework.
• Define testing scope, entry and exit criteria, risk-based testing approaches, and test coverage standards for all software initiatives.
• Create and maintain test plans that address functional testing, integration testing, and user acceptance testing (UAT) for each software deployment lifecycle.
• Collaborate with project managers, business analysts, and scrum masters to align testing timelines with project milestones and deployment schedules.

Test Plan Development & Management

• Oversee the design, development, review, and maintenance of comprehensive test plans, test cases, test scripts, and test data sets.  Test plans can be manual or automated using CI/CD.
• Ensure test cases provide traceability to business requirements and system specifications.
• Establish and enforce standards for test plan documentation, version control, and reusability.
• Leverage test management tools to maintain a centralized, organized repository of test artifacts in alignment with VA documentation standards.

User Acceptance Testing (UAT) Coordination

• Serve as the primary coordinator for all UAT activities, partnering with VA business stakeholders.
• Develop UAT plans, schedules, and participant guides
• Facilitate UAT sessions, track participant feedback, and synthesize findings into actionable defect reports and go/no-go recommendations.
• Manage stakeholder communications throughout UAT cycles to ensure timely resolution of issues and alignment on release readiness.

Integration Testing

• Lead the planning and execution of integration testing efforts following application updates, patches, and configuration changes.
• Coordinate with Systems Administrators to schedule and execute integration tests within defined project timelines.
• Evaluate opportunities to implement test automation to improve integration testing efficiency and coverage.

Quality Assurance for Software Title Deployments

• Ensure all software deployment components have undergone appropriate QA review, including compatibility, security, and usability tests.
• Track post-deployment quality metrics and facilitate lessons-learned reviews to drive continuous improvement.

Reporting & Communication

• Communicate risks, blockers, and testing outcomes clearly and proactively to all relevant stakeholders.
• Maintain comprehensive documentation of testing activities, decisions, and outcomes in support of VA audit and compliance requirements, including Section 508 and FISMA.

• Minimum of 10 years of progressive experience in ServiceNow software quality assurance and testing, with at least 3 years in SAM focused supervisory or team lead capacity.
• Experience with ServiceNow Agile Development and Test Management Tools
• Demonstrated experience managing or coordinating UAT programs in a complex, multi-stakeholder environment.
• Hands-on experience developing and executing test plans, both manual and automated
• Experience with software title deployments in an enterprise IT environment.
• Strong knowledge of software testing methodologies (Agile, Waterfall, hybrid), including functional, regression, integration, and acceptance testing.
• Solid understanding of defect tracking and management processes.
• Proven ability to lead, motivate, and develop a team of technical professionals.
• Strong written and verbal communication skills; ability to translate technical findings for non-technical VA stakeholders.

Preferred Qualifications

• Active ServiceNow Certifications: ServiceNow Certified System Administrator (CSA).
• ISTQB Certified Tester (Foundation or Advanced Level), Certified Manager of Software Testing (CMST) (QAI) or equivalent QA certification.
• Active ServiceNow certification: Certified Implementation Specialist- Software Asset Management (CIS-SAM).
• Active Agile certification (CSM, SAFe, or equivalent).
• Familiarity with federal IT compliance frameworks: FISMA, FedRAMP, NIST 800-53, and VA Section 508.
• Experience with test automation frameworks and tools (e.g., Selenium, Playwright, Postman, or similar).
• Familiarity with ITIL service management principles, particularly change and release management.
• Experience working with VA enterprise systems (VistA, CDW, VA OIT infrastructure) or other federal agency environments.
• Experience working within DevSecOps pipelines and CI/CD environments for enterprise software deployments.
• ServiceNow Micro-Certification in Agile and Test Management

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.  We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position.  If you need alternative application methods, please email [email protected] and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [email protected].  

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