Quality Engineer – ServiceNow

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take full ownership of the quality assurance strategy for every sprint, managing everything from test planning and elaboration to UAT execution and sign-off, all within ServiceNow.

• Develop clear and well-organized test cases and test scripts utilizing standardized formats with defined pass/fail criteria, ensuring all testing documentation is ready before development commences.

• Actively engage in all Agile ceremonies, including sprint planning, daily stand-ups, backlog refinement, sprint reviews, and retrospectives, with a strong emphasis on validating quality gates and acceptance criteria.

• Monitor quality progress, proactively identify defects and risks, prioritize testing efforts, and coordinate resolutions across the delivery team.

• Define and uphold quality acceptance criteria in collaboration with the development team, ensuring that stories are testable prior to entering development.

• Design, create, and maintain automated test suites utilizing the ServiceNow Automated Test Framework (ATF), incorporating test steps, assertions, and data-driven testing scenarios.

• Develop reusable test components, datasets, and ATF best practices libraries to enhance testing efficiency and scalability across various sprints and releases.

• Execute and improve automated test coverage in primary modules, focusing on IT Service Management (ITSM) and Customer Service Management (CSM).

• Conduct hands-on manual testing within ServiceNow to validate configurations, uncover gaps in automated coverage, and ensure comprehensive quality across all user workflows.

• Troubleshoot test failures, analyze root causes, and differentiate between product defects and test infrastructure issues.

• Validate configuration outputs in non-production environments (development, sandbox, UAT) to ensure alignment with approved requirements before production promotion.

• Facilitate test planning sessions and requirements workshops with business stakeholders and the development team to outline test scope, coverage areas, and acceptance criteria.

• Convert functional specifications and process flows into detailed test scenarios, test cases, and UAT scripts that are appropriate for business user execution.

• Manage stakeholder expectations proactively throughout the delivery process, providing regular quality reports, defect summaries, and progress updates; assist in decision-making regarding risk acceptance and scope trade-offs.

• Design UAT environments and coordinate user acceptance testing, which includes training business users, managing test data, and gathering defect feedback.

• Leverage Generative AI tools to expedite testing deliverables—this includes drafting and refining test cases, generating test data, creating UAT scripts, producing test documentation, and summarizing defect patterns.

• Apply AI-assisted techniques responsibly, adhering to organizational standards, ensuring that test outputs are reviewed, validated, and suitable for use in delivery.

• Keep quality documentation current and accurate, including test plans, test cases, test execution reports, defect logs, and UAT sign-off records, all managed within ServiceNow where applicable.

• Identify and advocate for quality process enhancements, automation opportunities, and platform governance improvements across teams.

• Stay updated on ServiceNow platform releases, new ATF functionalities, and deprecations that affect ITSM and CSM testing and quality delivery.

• Collaborate with Solution Architects and developers to set testing standards, configuration validation protocols, and quality gates that align with organizational best practices.

⛳️ Requirements

• A minimum of 3–5 years of QA/Testing experience, including at least 2 years in an active ServiceNow QA/testing delivery role (not advisory or support only).

• Hands-on experience with the ServiceNow Automated Test Framework (ATF), covering test design, creation of test steps, assertions, data-driven testing, and test execution—this is a core competency for this role.

• Proven practical experience using the ServiceNow Agile Development (ADM) module for managing test cases, tracking test execution, logging defects, and governing quality on a sprint basis.

• Demonstrated testing experience with ServiceNow ITSM and/or CSM modules, encompassing functional, regression, and user acceptance testing.

• Strong understanding of ITIL processes related to testing, including Incident, Change, Problem, and Request Management workflows and validations.

• Expertise in manual testing, including test case design, exploratory testing, defect analysis, and validation of user workflows across web and mobile interfaces.

• Excellent communication and facilitation skills; capable of translating testing concepts for business audiences and functional requirements for technical teams; comfortable leading UAT sessions with business users.

• Familiarity with Generative AI tools and a demonstrated willingness to incorporate them into daily testing and quality activities.

🏝️ Benefits

• Offers Bonus