Blue Star Partners LLC
Columbus, Ohio
Job Description Job Description Job Title: Test Lead (2-3 Year Contract) Location: Columbus, OH Work Model: Remote with required travel to Columbus once every 3 weeks for 3 days onsite Rate: $100-$130/hour depending on experience Contract Term: Immediate start - December 31, 2028 Possibility of Extension: Yes, possibility of extension beyond 2028 Employment Type: W-2 Only Work Authorization: U.S. Citizens Only Green Card holders also eligible; no visa sponsorship available Position Overview We are seeking an experienced Test Lead to support a multi-year Customer Transformation Program focused on modernizing customer service, customer-facing digital capabilities, SAP Service Cloud, omnichannel routing, and related business and technology processes. This role will serve as the testing lead across the full program, supporting both the technology side and business side of testing. The Test Lead will be responsible for defining the overall testing approach, coordinating test planning and execution, managing testing risks and defects, supporting business readiness, and ensuring solutions are validated before major implementation milestones. The first major implementation is targeted for March 2027, with continued program testing and rollout activity expected through 2028. The ideal candidate has strong enterprise testing leadership experience, preferably within customer transformation, SAP Service Cloud / SAP C4C, customer-facing digital platforms, omnichannel routing, or utility environments. Key ResponsibilitiesProgram Test Leadership Serve as the Test Lead for the overall Customer Transformation Program. Lead testing efforts across both technical and business workstreams. Define, manage, and execute the overall test strategy, test plan, testing roadmap, and testing governance approach. Coordinate testing across multiple systems, vendors, business teams, IT teams, and implementation partners. Ensure testing activities align with program timelines, implementation milestones, release plans, and business readiness needs. Provide testing leadership for the first major go-live targeted for March 2027 and subsequent releases through 2028. Test Planning & Governance Develop and maintain program-level test plans, test schedules, test entry and exit criteria, defect management processes, and status reporting. Establish clear testing roles, responsibilities, timelines, dependencies, and escalation paths. Coordinate with project managers, business analysts, solution architects, vendors, and business stakeholders to confirm testing scope and priorities. Lead test readiness reviews, test execution checkpoints, defect triage meetings, and go-live readiness discussions. Ensure testing documentation is clear, complete, traceable, and aligned to approved requirements and solution designs. Monitor testing progress, risks, issues, dependencies, and resource needs across program workstreams. Business and Technical Testing Coordination Coordinate testing across business users, technology teams, system integrators, vendors, and program leadership. Support test planning and execution for technical testing, system integration testing, end-to-end testing, regression testing, user acceptance testing, and business process validation. Ensure test scenarios reflect real business processes, customer journeys, agent workflows, system integrations, and operational impacts. Partner with business stakeholders to define UAT scope, identify test participants, support test script development, and manage business testing execution. Validate that delivered functionality meets business requirements, customer needs, system requirements, and operational expectations. SAP Service Cloud, Digital Front End & Omnichannel Testing Support testing for SAP Service Cloud / SAP C4C capabilities, including customer service processes, case management, customer account views, and service workflows. Coordinate testing for customer-facing digital front-end capabilities, including online customer requests, digital service interactions, and related self-service functionality. Support testing for omnichannel routing capabilities, including call routing, chat routing, IVR entry points, customer requests, and related customer interaction flows. Ensure testing validates end-to-end customer journeys across SAP C4C, digital channels, IVR, routing modules, business processes, and supporting integrations. Partner with technical teams and business SMEs to identify testing gaps tied to customer experience, agent experience, process flow, data quality, and system integration. Defect Management & Issue Resolution Own and manage the defect lifecycle across testing phases. Lead defect triage meetings with IT, vendors, business stakeholders, and project teams. Ensure defects are clearly documented, prioritized, assigned, tracked, retested, and closed. Escalate high-priority defects, blockers, and testing risks that could impact go-live readiness or business operations. Track root causes, recurring issues, testing gaps, and quality trends. Provide leadership with clear visibility into defect status, severity, resolution progress, and go-live risk. Reporting, Communication & Stakeholder Engagement Provide regular testing status updates to program leadership, project teams, business stakeholders, and technology partners. Communicate testing progress, risks, blockers, defects, decisions, and readiness concerns clearly and proactively. Prepare test dashboards, executive summaries, readiness updates, action trackers, and issue logs. Facilitate testing meetings, working sessions, readiness reviews, and stakeholder discussions. Translate testing and technical issues into clear business impacts for non-technical stakeholders. Maintain alignment between business testing expectations and technical delivery timelines. Go-Live Readiness & Post-Deployment Support Support go-live readiness assessments from a testing and quality perspective. Validate that critical defects, open risks, test coverage, business signoffs, and readiness criteria are understood before release decisions. Support implementation readiness, release validation, production smoke testing, and post-deployment stabilization. Partner with program leadership to identify testing risks that could impact customer experience, business operations, or system adoption. Support lessons learned and continuous improvement across testing cycles and future releases. Day-to-Day Responsibilities Build and maintain the program test plan, testing schedule, testing trackers, and status reporting. Coordinate with business, IT, vendors, and program teams on test preparation and execution. Lead test readiness sessions, defect triage meetings, and testing status reviews. Track testing progress across technical testing, SIT, end-to-end testing, regression testing, and UAT. Support SAP C4C, digital front-end, omnichannel, IVR, call routing, chat routing, and customer request testing. Confirm test scenarios and scripts align to business requirements and customer journeys. Manage defect tracking, retesting, prioritization, and escalation. Prepare testing updates for program leadership and key stakeholders. Travel to Columbus once every 3 weeks for 3 days onsite to support program meetings, testing coordination, and stakeholder alignment. Required Qualifications 7+ years of experience in software testing, quality assurance, test management, business testing, or related program delivery roles. Experience leading testing for large enterprise transformation programs. Experience managing both technical testing and business-side testing activities. Strong experience developing test strategies, test plans, test schedules, test scenarios, test scripts, defect management processes, and testing status reports. Experience coordinating SIT, end-to-end testing, regression testing, UAT, go-live readiness, and post-deployment validation. Strong defect management experience, including triage, prioritization, escalation, retesting, and closure. Ability to work across business stakeholders, IT teams, vendors, system integrators, project managers, business analysts, and solution architects. Strong understanding of requirements traceability, test coverage, acceptance criteria, and release readiness. Excellent written and verbal communication skills. Strong facilitation, organization, and stakeholder management skills. Ability to operate in a complex, fast-paced, multi-year program environment. Ability to travel to Columbus, OH once every 3 weeks for 3 onsite days. Preferred Qualifications Experience with SAP Service Cloud / SAP C4C. Experience testing customer service, case management, customer 360, customer account, or service workflow capabilities. Experience with customer-facing digital front-end platforms, including online requests, self-service tools, customer portals, mobile capabilities, or related digital channels. Experience with omnichannel testing, including call routing, chat routing, IVR, IVA, ACD, contact center routing, or customer interaction workflows. Utilities or energy industry experience click apply for full job details
Job Description Job Description Job Title: Test Lead (2-3 Year Contract) Location: Columbus, OH Work Model: Remote with required travel to Columbus once every 3 weeks for 3 days onsite Rate: $100-$130/hour depending on experience Contract Term: Immediate start - December 31, 2028 Possibility of Extension: Yes, possibility of extension beyond 2028 Employment Type: W-2 Only Work Authorization: U.S. Citizens Only Green Card holders also eligible; no visa sponsorship available Position Overview We are seeking an experienced Test Lead to support a multi-year Customer Transformation Program focused on modernizing customer service, customer-facing digital capabilities, SAP Service Cloud, omnichannel routing, and related business and technology processes. This role will serve as the testing lead across the full program, supporting both the technology side and business side of testing. The Test Lead will be responsible for defining the overall testing approach, coordinating test planning and execution, managing testing risks and defects, supporting business readiness, and ensuring solutions are validated before major implementation milestones. The first major implementation is targeted for March 2027, with continued program testing and rollout activity expected through 2028. The ideal candidate has strong enterprise testing leadership experience, preferably within customer transformation, SAP Service Cloud / SAP C4C, customer-facing digital platforms, omnichannel routing, or utility environments. Key ResponsibilitiesProgram Test Leadership Serve as the Test Lead for the overall Customer Transformation Program. Lead testing efforts across both technical and business workstreams. Define, manage, and execute the overall test strategy, test plan, testing roadmap, and testing governance approach. Coordinate testing across multiple systems, vendors, business teams, IT teams, and implementation partners. Ensure testing activities align with program timelines, implementation milestones, release plans, and business readiness needs. Provide testing leadership for the first major go-live targeted for March 2027 and subsequent releases through 2028. Test Planning & Governance Develop and maintain program-level test plans, test schedules, test entry and exit criteria, defect management processes, and status reporting. Establish clear testing roles, responsibilities, timelines, dependencies, and escalation paths. Coordinate with project managers, business analysts, solution architects, vendors, and business stakeholders to confirm testing scope and priorities. Lead test readiness reviews, test execution checkpoints, defect triage meetings, and go-live readiness discussions. Ensure testing documentation is clear, complete, traceable, and aligned to approved requirements and solution designs. Monitor testing progress, risks, issues, dependencies, and resource needs across program workstreams. Business and Technical Testing Coordination Coordinate testing across business users, technology teams, system integrators, vendors, and program leadership. Support test planning and execution for technical testing, system integration testing, end-to-end testing, regression testing, user acceptance testing, and business process validation. Ensure test scenarios reflect real business processes, customer journeys, agent workflows, system integrations, and operational impacts. Partner with business stakeholders to define UAT scope, identify test participants, support test script development, and manage business testing execution. Validate that delivered functionality meets business requirements, customer needs, system requirements, and operational expectations. SAP Service Cloud, Digital Front End & Omnichannel Testing Support testing for SAP Service Cloud / SAP C4C capabilities, including customer service processes, case management, customer account views, and service workflows. Coordinate testing for customer-facing digital front-end capabilities, including online customer requests, digital service interactions, and related self-service functionality. Support testing for omnichannel routing capabilities, including call routing, chat routing, IVR entry points, customer requests, and related customer interaction flows. Ensure testing validates end-to-end customer journeys across SAP C4C, digital channels, IVR, routing modules, business processes, and supporting integrations. Partner with technical teams and business SMEs to identify testing gaps tied to customer experience, agent experience, process flow, data quality, and system integration. Defect Management & Issue Resolution Own and manage the defect lifecycle across testing phases. Lead defect triage meetings with IT, vendors, business stakeholders, and project teams. Ensure defects are clearly documented, prioritized, assigned, tracked, retested, and closed. Escalate high-priority defects, blockers, and testing risks that could impact go-live readiness or business operations. Track root causes, recurring issues, testing gaps, and quality trends. Provide leadership with clear visibility into defect status, severity, resolution progress, and go-live risk. Reporting, Communication & Stakeholder Engagement Provide regular testing status updates to program leadership, project teams, business stakeholders, and technology partners. Communicate testing progress, risks, blockers, defects, decisions, and readiness concerns clearly and proactively. Prepare test dashboards, executive summaries, readiness updates, action trackers, and issue logs. Facilitate testing meetings, working sessions, readiness reviews, and stakeholder discussions. Translate testing and technical issues into clear business impacts for non-technical stakeholders. Maintain alignment between business testing expectations and technical delivery timelines. Go-Live Readiness & Post-Deployment Support Support go-live readiness assessments from a testing and quality perspective. Validate that critical defects, open risks, test coverage, business signoffs, and readiness criteria are understood before release decisions. Support implementation readiness, release validation, production smoke testing, and post-deployment stabilization. Partner with program leadership to identify testing risks that could impact customer experience, business operations, or system adoption. Support lessons learned and continuous improvement across testing cycles and future releases. Day-to-Day Responsibilities Build and maintain the program test plan, testing schedule, testing trackers, and status reporting. Coordinate with business, IT, vendors, and program teams on test preparation and execution. Lead test readiness sessions, defect triage meetings, and testing status reviews. Track testing progress across technical testing, SIT, end-to-end testing, regression testing, and UAT. Support SAP C4C, digital front-end, omnichannel, IVR, call routing, chat routing, and customer request testing. Confirm test scenarios and scripts align to business requirements and customer journeys. Manage defect tracking, retesting, prioritization, and escalation. Prepare testing updates for program leadership and key stakeholders. Travel to Columbus once every 3 weeks for 3 days onsite to support program meetings, testing coordination, and stakeholder alignment. Required Qualifications 7+ years of experience in software testing, quality assurance, test management, business testing, or related program delivery roles. Experience leading testing for large enterprise transformation programs. Experience managing both technical testing and business-side testing activities. Strong experience developing test strategies, test plans, test schedules, test scenarios, test scripts, defect management processes, and testing status reports. Experience coordinating SIT, end-to-end testing, regression testing, UAT, go-live readiness, and post-deployment validation. Strong defect management experience, including triage, prioritization, escalation, retesting, and closure. Ability to work across business stakeholders, IT teams, vendors, system integrators, project managers, business analysts, and solution architects. Strong understanding of requirements traceability, test coverage, acceptance criteria, and release readiness. Excellent written and verbal communication skills. Strong facilitation, organization, and stakeholder management skills. Ability to operate in a complex, fast-paced, multi-year program environment. Ability to travel to Columbus, OH once every 3 weeks for 3 onsite days. Preferred Qualifications Experience with SAP Service Cloud / SAP C4C. Experience testing customer service, case management, customer 360, customer account, or service workflow capabilities. Experience with customer-facing digital front-end platforms, including online requests, self-service tools, customer portals, mobile capabilities, or related digital channels. Experience with omnichannel testing, including call routing, chat routing, IVR, IVA, ACD, contact center routing, or customer interaction workflows. Utilities or energy industry experience click apply for full job details
Macpower Digital Assets Edge Private Limited
Chandler, Arizona
Job Description Job Description Key Responsibilities: Solution Architecture: Lead the design and implementation of end-to-end ServiceNow solutions, including ITSM, ITOM, ITBM, ITAM, HRSD, and other ServiceNow applications. Strategic Planning: Collaborate with business stakeholders, project managers, and technical teams to define the architectural vision and roadmap for ServiceNow implementations. Customization & Configuration: Oversee the customization and configuration of ServiceNow modules, ensuring best practices and scalability. Integration Design: Architect integrations between ServiceNow and third-party systems (such as LDAP, Active Directory, SAP, and custom APIs), ensuring seamless data flow and system interoperability. Leadership & Mentorship: Provide technical leadership and guidance to development teams, ensuring the adoption of best practices and consistent, high-quality coding standards. Platform Optimization: Identify opportunities to optimize ServiceNow environments for performance, usability, and cost-efficiency, including reviewing data models, integrations, and workflows. Governance & Security: Establish governance processes to ensure the integrity, security, and compliance of ServiceNow environments, including the proper management of data, access control, and system configurations. Client Engagement: Act as a subject matter expert, providing advice and recommendations to clients on ServiceNow architecture, process automation, and platform capabilities. Documentation: Produce comprehensive solution documentation, including architecture diagrams, workflows, and implementation guides. Upgrades & Enhancements: Lead efforts for system upgrades, patching, and platform enhancements, ensuring minimal impact on operations and aligning with new ServiceNow releases and features. Required Qualifications: Experience : 5 years of hands-on experience designing and implementing ServiceNow solutions, with at least 3 years in a lead or architect role. Certifications : ServiceNow Certified Application Developer (CAD), ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Technical Architect (CTA) preferred. ITIL Knowledge: Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to ServiceNow capabilities. Project Management: Experience with agile methodologies and managing large-scale ServiceNow implementations. Leadership & Communication: Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels. Excellent written and verbal communication skills. Technical Skills: Expertise in ServiceNow architecture, design, and configuration, including ITSM, ITOM, ITBM, HRSD, and CMDB. In-depth knowledge of ServiceNow platform capabilities, modules, and best practices. Proven ability to design and implement scalable ServiceNow solutions, including ITSM, ITOM, CMDB, and emerging modules, with deep knowledge of the Common Services Data Model (CSDM) for platform alignment. Extensive experience with ServiceNow integrations using REST, SOAP, OAuth2, JWT, and MID Server, ensuring seamless interoperability with external systems like AWS, Azure, Salesforce, or other enterprise platforms. Proficiency in ServiceNow scripting (JavaScript, Glide API, Business Rules, etc.). Expertise in designing solutions to maintain platform integrity, optimize CMDB structure, and enforce best practices in performance, scalability, and usability. In-depth knowledge of ServiceNow update sets, version control, deployment processes, and platform governance frameworks to ensure optimal performance and compliance. Familiarity with advanced ServiceNow features such as Flow Designer, Virtual Agent, and Predictive Intelligence. Must-Haves: Experience with ServiceNow ITOM, ITSM, HRSD, HAM, SAM, CSM, CRM (any or all). Familiarity with cloud technologies (AWS, Azure, etc.) and their integration with ServiceNow. Knowledge of automation tools and frameworks to drive operational efficiencies. Experience with DevOps and CI/CD pipelines for ServiceNow deployments. Knowledge of automation tools and frameworks to drive operational efficiencies. Nice-To-Haves: Experience in healthcare, SLED.
Job Description Job Description Key Responsibilities: Solution Architecture: Lead the design and implementation of end-to-end ServiceNow solutions, including ITSM, ITOM, ITBM, ITAM, HRSD, and other ServiceNow applications. Strategic Planning: Collaborate with business stakeholders, project managers, and technical teams to define the architectural vision and roadmap for ServiceNow implementations. Customization & Configuration: Oversee the customization and configuration of ServiceNow modules, ensuring best practices and scalability. Integration Design: Architect integrations between ServiceNow and third-party systems (such as LDAP, Active Directory, SAP, and custom APIs), ensuring seamless data flow and system interoperability. Leadership & Mentorship: Provide technical leadership and guidance to development teams, ensuring the adoption of best practices and consistent, high-quality coding standards. Platform Optimization: Identify opportunities to optimize ServiceNow environments for performance, usability, and cost-efficiency, including reviewing data models, integrations, and workflows. Governance & Security: Establish governance processes to ensure the integrity, security, and compliance of ServiceNow environments, including the proper management of data, access control, and system configurations. Client Engagement: Act as a subject matter expert, providing advice and recommendations to clients on ServiceNow architecture, process automation, and platform capabilities. Documentation: Produce comprehensive solution documentation, including architecture diagrams, workflows, and implementation guides. Upgrades & Enhancements: Lead efforts for system upgrades, patching, and platform enhancements, ensuring minimal impact on operations and aligning with new ServiceNow releases and features. Required Qualifications: Experience : 5 years of hands-on experience designing and implementing ServiceNow solutions, with at least 3 years in a lead or architect role. Certifications : ServiceNow Certified Application Developer (CAD), ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Technical Architect (CTA) preferred. ITIL Knowledge: Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to ServiceNow capabilities. Project Management: Experience with agile methodologies and managing large-scale ServiceNow implementations. Leadership & Communication: Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels. Excellent written and verbal communication skills. Technical Skills: Expertise in ServiceNow architecture, design, and configuration, including ITSM, ITOM, ITBM, HRSD, and CMDB. In-depth knowledge of ServiceNow platform capabilities, modules, and best practices. Proven ability to design and implement scalable ServiceNow solutions, including ITSM, ITOM, CMDB, and emerging modules, with deep knowledge of the Common Services Data Model (CSDM) for platform alignment. Extensive experience with ServiceNow integrations using REST, SOAP, OAuth2, JWT, and MID Server, ensuring seamless interoperability with external systems like AWS, Azure, Salesforce, or other enterprise platforms. Proficiency in ServiceNow scripting (JavaScript, Glide API, Business Rules, etc.). Expertise in designing solutions to maintain platform integrity, optimize CMDB structure, and enforce best practices in performance, scalability, and usability. In-depth knowledge of ServiceNow update sets, version control, deployment processes, and platform governance frameworks to ensure optimal performance and compliance. Familiarity with advanced ServiceNow features such as Flow Designer, Virtual Agent, and Predictive Intelligence. Must-Haves: Experience with ServiceNow ITOM, ITSM, HRSD, HAM, SAM, CSM, CRM (any or all). Familiarity with cloud technologies (AWS, Azure, etc.) and their integration with ServiceNow. Knowledge of automation tools and frameworks to drive operational efficiencies. Experience with DevOps and CI/CD pipelines for ServiceNow deployments. Knowledge of automation tools and frameworks to drive operational efficiencies. Nice-To-Haves: Experience in healthcare, SLED.