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Overview
An ITSM (IT Service Management) Tester Analyst is responsible for ensuring the quality and functionality of ITSM tools and processes within an organization. Below is a general job description for this role:
Responsibilities
- Conduct functional, regression, and performance testing of ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
- Validate workflows, configurations, and integrations within ITSM platforms.
- Ensure compliance with ITIL (Information Technology Infrastructure Library) standards and best practices.
- Develop detailed test plans, test cases, and test scripts based on business requirements and technical specifications.
- Execute manual and automated tests to identify defects and ensure system reliability.
- Collaborate with developers, business analysts, and stakeholders to understand requirements and resolve issues.
- Log, track, and manage defects using defect tracking tools (e.g., JIRA, Bugzilla).
- Work with development teams to ensure timely resolution of issues.
- Document test results, create test summary reports, and provide recommendations for improvements.
- Maintain comprehensive testing documentation for audit and compliance purposes.
- Work closely with ITSM process owners, service delivery teams, and project managers to ensure alignment with business goals.
- Provide regular updates on testing progress, risks, and issues to stakeholders.
- Identify opportunities to improve testing processes and methodologies.
- Stay updated on the latest ITSM tools, trends, and testing techniques.
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