Kentro is seeking a detail-oriented and technically grounded QA Test Analyst to support the Department of Veterans Affairs’ enterprise ServiceNow Software Asset Management (SAM) program. This role is dedicated to SAM testing activities, responsible for planning, executing, and documenting test scenarios across functional, regression, integration, and user acceptance testing (UAT) phases, ensuring that SAM Pro configurations, workflows, entitlement structures, and data integrations meet business requirements and quality standards prior to production deployment.

The ideal candidate brings hands-on ServiceNow testing experience with a practical understanding of software asset management processes, license models, and compliance data. Candidates should be self-sufficient testers who can contribute independently from day one, partnering closely with Business Analysts, Developers, and Software Asset Managers within an Agile delivery environment.

Test Planning & Strategy

• Develop and maintain test plans, test cases, and test scripts for ServiceNow SAM Pro configurations, workflows, entitlement ingestion, normalization rules, and reporting based on user stories and acceptance criteria.
• Collaborate with Business Analysts and the QA Testing Manager to ensure test coverage aligns with SAM functional requirements, sprint deliverables, and contract obligations.
• Define and document test objectives, scope, entry/exit criteria, and traceability matrices for each SAM testing cycle.
• Participate in sprint planning, backlog grooming, and sprint reviews to provide QA input on story readiness, testability, and acceptance criteria completeness.

Test Execution & Defect Management

• Execute functional, regression, integration, and end-to-end test scenarios for ServiceNow SAM Pro configurations, including software catalog items, and license reconciliation workflows.
• Identify, document, and track defects through resolution using established defect management tools and processes, providing clear reproduction steps and supporting evidence.
• Perform regression testing following bug fixes, platform updates, or configuration changes to confirm issue resolution and prevent unintended impact on SAM workflows.
• Conduct smoke testing and sanity checks following deployments to validate SAM environment stability.

UAT Coordination & Support

• Support the coordination and execution of User Acceptance Testing (UAT) for SAM deliverables, including preparing test environments and tracking UAT progress and outcomes.
• Serve as a point of contact for end users and client stakeholders during UAT, assisting with issue triage and facilitating clear communication between testers and the development team.
• Document UAT results, open defects, and sign-off status in alignment with VA change management and deployment approval processes.

SAM Domain Validation

• Apply working knowledge of software asset management processes to validate that ServiceNow SAM Pro configurations accurately reflect real-world entitlement structures, license lifecycle workflows, and compliance requirements.
• Test integrations between SAM Pro and discovery tools or external data sources to confirm data completeness, normalization accuracy, and alignment with the CMDB.
• Verify that out-of-the-box (OOB) ServiceNow SAM configurations behave as expected and flag deviations from platform best practices for developer review.
• Validate software catalog items for accuracy, completeness, and alignment with VA software asset governance standards.

Documentation & Reporting

• Maintain organized, audit-ready testing documentation including test plans, test cases, execution logs, defect reports, and traceability matrices.
• Produce clear test summary reports at the close of each sprint and testing cycle, communicating results, open defects, risks, and go/no-go recommendations to project leadership.
• Contribute to end-user documentation and job aids where testing insights reveal gaps in usability or process clarity.

Collaboration & Agile Participation

• Participate actively in Agile ceremonies including daily stand-ups, sprint reviews, retrospectives, and backlog grooming sessions.
• Work collaboratively with SAM Developers, Business Analysts, and Software Asset Managers to reproduce issues, clarify requirements, and validate fixes in a timely manner.
• Communicate testing status, blockers, and risks clearly and proactively to the QA Testing Manager and project team.

• 5+ years of hands-on experience in software quality assurance, testing, or a related role within a technology delivery environment.
• Bachelor's degree in omputer Science, Engineering, Math, or equivalent. An additional 8 years of relevant experience may be substituted for the degree requirement for a total of 13+ years of experience.
• Demonstrated experience writing and executing test cases, test plans, and defect reports for enterprise software platforms.
• Working knowledge of ServiceNow, including familiarity with platform navigation, module configurations, and testing within ServiceNow environments.
• Basic understanding of Software Asset Management (SAM) processes, including software licensing, entitlement management, and license reconciliation.
• Experience working within Agile/Scrum delivery teams and participating in sprint-based testing cycles.
• Familiarity with defect tracking tools such as Jira, ServiceNow Agile, or equivalent platforms.
• Strong attention to detail, analytical thinking, and the ability to clearly document and communicate issues.
• Experience working in federal, compliance-driven, or regulated environments preferred.

• Hands-on testing experience with ServiceNow SAM Pro, including entitlement workflows, software catalog items, normalization rules, and license reconciliation outputs.
• Prior experience in ITAM or HAM environments, demonstrating familiarity with asset lifecycle processes and governance data.
• Experience testing integrations with software discovery tools or external data sources such as SCCM, Flexera.
• ServiceNow Certified System Administrator (CSA) or equivalent platform knowledge credential.
• Experience supporting UAT coordination in a federal or large enterprise environment.
• Familiarity with performance testing, data validation, or automated testing concepts within ServiceNow.
• Familiarity with ServiceNow Automated Test Framework (ATF).
• Tools and Technology
  • ServiceNow SAM Pro
  • ServiceNow Agile Development
  • Microsoft Office Suite
  • SCCM
  • CMDB

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.