Associate - ITSM Quality Assurance (QA)

Inbox Business Technologies is seeking an Associate - ITSM Quality Assurance (QA) to ensure the quality, accuracy, and consistency of Jira Service Management (JSM) and ITSM solution implementations.

As the volume and complexity of workflows, automations, SLAs, and ITSM configurations continue to grow, this role will validate system configurations before go-live, reduce production defects, and ensure adherence to defined implementation standards.

The position will support functional testing, regression testing, SLA validation, and UAT activities to enable smoother releases and improved solution reliability.

Responsibilities

1. Configuration Review & Validation

• Review configured Jira workflows, forms, fields, and automation rules
• Validate SLA configurations, escalation rules, and time-based triggers
• Ensure ITSM process alignment (Incident, Problem, Change, Service Request)
• Validate Jira Asset Management configurations
• Verify priority matrices and impact/urgency mapping
• Validate configurations prior to production deployment

2. Test Planning & Execution

• Prepare detailed test cases and test scenarios
• Execute functional and regression testing
• Identify, document, and track defects with clear reproduction steps
• Validate defect fixes before closure

3. UAT & Release Support

• Support User Acceptance Testing (UAT) cycles
• Coordinate with stakeholders during UAT
• Track UAT defects and ensure timely resolution
• Provide QA sign-off before go-live

4. Quality Governance & Documentation

• Ensure adherence to defined implementation standards
• Maintain QA documentation, testing artifacts, and test evidence
• Contribute to the improvement of QA frameworks and checklists
• Support audit readiness and compliance requirements

5. Continuous Improvement

• Identify recurring configuration issues
• Recommend process improvements to reduce defect leakage
• Support knowledge sharing within the ITSM team

Requirements:
• Bachelor’s degree in Computer Science or related field
• 1–2 years of QA or testing experience (IT tools preferred)
• Understanding of Jira workflows and ITSM concepts
• Experience in test case creation and execution
• Strong documentation and reporting skills
• High attention to detail and structured testing approach

• Preferred Experience
• Experience testing Jira Service Management (JSM) implementations
• Experience in Jira Assets configuration
• Basic understanding of ITSM processes (Incident, Change, Problem)
• Exposure to SLA validation and automation testing
• Familiarity with ITSM frameworks (ITIL knowledge is a plus)

• Required Competencies
• Strong analytical and problem-solving skills
• Quality-focused mindset
• Clear written and verbal communication
• Ability to manage multiple test cycles and deadlines
• Collaborative approach with implementation and support teams

Equal Opportunity & Inclusion

We are proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity or expression, national origin, age, disability, genetic information, or pregnancy.

At Inbox Business Technologies, we celebrate diversity and strive to create an inclusive space where every team member is valued. We strongly encourage applicants from underrepresented backgrounds to apply and contribute their unique ideas, experiences, and voices to a company that believes in equality and embraces new ways of thinking.