Associate - ITSM Quality Assurance (QA) at Inbox Business Technologies

Karachi, Sindh, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

0.0

Posted On

02 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Jira Service Management, ITSM, Quality Assurance, Functional Testing, Regression Testing, SLA Validation, UAT, Configuration Review, Workflow Validation, Automation Rules, Incident Management, Problem Management, Change Management, Service Request Management, Asset Management, Test Case Creation

Industry

IT Services and IT Consulting

Description

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 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.

Responsibilities

This role is responsible for ensuring the quality and consistency of Jira Service Management (JSM) and ITSM solution implementations by validating system configurations, executing functional and regression testing, and supporting UAT cycles. Key duties include reviewing workflows, SLAs, and ITSM process alignments before go-live to reduce production defects and ensure adherence to standards.