Role Proficiency:

Lead and coordinate drive test activities independently within the designated scope. Under minimal supervision oversee the coordination and execution of drive test plans resource allocation tracking progress data analysis technical issue resolution report generation. Collaborate with various project stakeholders including RF engineers and project managers. Play an active role in supporting project management by assisting in timesheets and invoicing validation. Ensuring accurate data collection and align the drive test objectives with broader project goals.

Outcomes:

Maintain accurate documentation of drive test activities including test plans test scripts and test results. Stay updated with the latest mobile communication technologies industry standards and best practices related to drive-testing. Provide technical guidance and support to drive test engineers and technicians. Foster a collaborative and productive work environment promoting teamwork and effective communication.

Measures of Outcomes:

Adherence to turnaround time for response and resolution. 100% adherence to process and standards. Accuracy and completeness of drive test documentation regularly. Certification levels knowledge assessments or successful completion of specific training programs. Number of successful resolutions or improvements in drive test execution due to the technical guidance provided. Feedback surveys or team assessments to measure the perceived collaborative environment and communication effectiveness.

Outputs Expected:

Report Generation and Delivery:

Timely preparation and delivery of comprehensive reports highlighting key findings and recommendations derived from drive test activities. Ensuring adherence to project-related reporting standards and processes while preparing these reports.

Customer Support and Issue Resolution:

Address customer support calls promptly
resolving issues
and completing necessary after-call work or follow-ups related to drive test activities.

Task Reporting and Compliance:

Regularly report the status of tasks undertaken on a daily basis. Complying with project-related reporting standards and processes when reporting task statuses and progress.

Customer Service Orientation:

Maintain a customer-centric approach by ensuring prompt and efficient service to customers. Address individual customer needs and concerns to ensure their requirements are met effectively.

Skill Examples:

Ability to comply with project related reporting standards/process. Ability to execute test cases and requirements. Ability to set up the hardware and execute tests. Ability to generate basic reports and summaries of drive test results. Ability to provide support in preparing and analysing drive test data. Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data) Attention to detail to ensure requirements are followed with minimal mistakes.

Knowledge Examples:

Knowledge Examples

Familiar with Windows Operating Systems MS Word MS Excel etc. English comprehension – Reading Writing and Speaking Knowledge of mobile communication networks and wireless technologies. Knowledge and familiarity with mobile network protocols and standards. Knowledge of Testing Processes Knowledge of testing tools and testing standards Knowledge of Tools relevant to drive testing

Additional Comments:

Job Title: ServiceNow QA (CSM) Location: Offshore, with working hours in US/EST or CST (Supporting LATAM & ANZ Time Zones) Job Summary: We are seeking a ServiceNow QA Engineer with strong expertise in Customer Service Management (CSM) to support the execution of our product backlog, ensure application reliability, and conduct system testing for enhancements and defect resolution. The ideal candidate will be responsible for testing minor and major system enhancements, ensuring operational excellence, and supporting escalated issues (L2-L4). This role requires working across global time zones, including LATAM and ANZ, and fluency in English. Bilingual proficiency in Spanish and/or Portuguese is preferred. ________________________________________ Key Responsibilities: Testing & Quality Assurance • Develop, execute, and maintain test cases, test plans, and test scripts for ServiceNow applications, specifically CSM. • Perform functional, regression, performance, and automated testing to ensure high-quality releases. • Validate ServiceNow workflows, configurations, and integrations to ensure optimal performance. • Conduct API testing for ServiceNow REST/SOAP integrations. • Ensure compliance with ITIL processes and best practices. Operational Support & Metrics • Support service requests and assist with escalated L2-L4 incidents when required. • Generate a monthly Solution Hub metrics dashboard to assess application performance and reliability. • Conduct periodic service reviews and participate in weekly touch base calls to ensure quality assurance across releases. • Work closely with developers and stakeholders to validate and test minor & major system enhancements. Collaboration & Communication • Engage with cross-functional teams to support defect resolution and application improvements. • Work with ServiceNow architects, developers, and administrators to ensure seamless system functionality. • Join conference calls across LATAM and ANZ time zones to discuss urgent testing and support needs. ________________________________________ Required Qualifications: Technical Skills & Experience • 1-3 years of experience in ServiceNow testing, with a focus on CSM (Customer Service Management). • Strong knowledge of ServiceNow test automation tools (ATF – Automated Test Framework). • Experience with manual and automated testing for ServiceNow applications. • Ability to validate workflows, business rules, scripts, and integrations. • Experience in testing ServiceNow Performance Analytics, reports, and dashboards. • Familiarity with Agile and Scrum methodologies. • Experience with JIRA, TestRail, or other test management tools. Soft Skills & Work Environment • Fluent in English (Required); Spanish and/or Portuguese proficiency is preferred. • Ability to work across LATAM and ANZ time zones, with core hours in US/EST or CST. • Strong problem-solving skills and attention to detail. • Effective communication and stakeholder engagement skills. • Self-motivated and able to prioritize tasks in a fast-paced environment. ________________________________________ Preferred Certifications: • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Implementation Specialist – CSM • ITIL v4 Certification (Preferred)