ServiceNow - Quality Engineer

Position Overview

The ServiceNow Quality Engineer (QE) is a hands-on testing and quality assurance role embedded within the ServiceNow platform team. The successful candidate will own quality assurance through the complete delivery lifecycle, actively participating in sprint-based development cycles on the ServiceNow platform. This is a quality-focused position requiring direct, practical experience with ServiceNow—including test planning and design natively within the platform, automated testing using the ServiceNow Automated Test Framework (ATF), manual testing of ITSM and CSM modules, and a willingness to leverage modern tools including Generative AI to improve test efficiency and coverage.Key responsibilitie
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Sprint Delivery & Quality AssuranceOwn the complete quality assurance strategy for each sprint - from test planning and elaboration through to UAT execution and sign-off - managed entirely within ServiceNow.Write clear, well-structured test cases and test scripts using standardized formats with explicit pass/fail criteria, ensuring all test documentation is sprint-ready before development begins.Actively participate in all Agile ceremonies: sprint planning, daily stand-ups, backlog refinement, sprint reviews, and retrospectives, with explicit focus on quality gates and acceptance criteria validation.Track quality progress, surface defects and risks proactively, prioritize testing efforts, and coordinate resolution across the delivery team.Define and maintain quality acceptance criteria alongside the development team, ensuring stories are testable before they enter developmen
t.
ServiceNow Automated Testing (ATF) & Platform ExpertiseDesign, develop, and maintain automated test suites using the ServiceNow Automated Test Framework (ATF), including test steps, assertions, and data-driven testing scenarios.Create reusable test components, test data sets, and ATF best practices libraries to improve test efficiency and scalability across multiple sprints and releases.Execute and enhance automated test coverage across core modules: IT Service Management (ITSM) and Customer Service Management (CSM) are the primary areas of focus for this role.Perform hands-on manual testing within ServiceNow to validate configuration, identify gaps in automated coverage, and ensure end-to-end quality across all user workflows. Troubleshoot test failures, investigate root causes, and distinguish between product defects and test infrastructure issues.Validate configuration outputs in non-production environments (development, sandbox, UAT) and ensure alignment to approved requirements prior to production promotion.Testing Strategy & Stakeholder EngagementConduct test planning sessions and requirements workshops with business stakeholders and the development team to define test scope, coverage areas, and acceptance criteria.Translate functional specifications and process flows into comprehensive test scenarios, test cases, and user acceptance testing (UAT) scripts suitable for business user execution.Proactively manage stakeholder expectations throughout delivery, providing regular quality reports, defect summaries, and progress updates; facilitate decisions on risk acceptance and scope trade-offs.Design UAT environments and coordinate user acceptance testing, including training business users, managing test data, and collecting defect feedba
ck.
Generative AI & ProductivityActively leverage Generative AI tools to accelerate testing deliverables - including drafting and refining test cases, generating test data, creating UAT scripts, producing test documentation, and summarizing defect patterns.Apply AI-assisted techniques responsibly and in alignment with organizational standards, ensuring test outputs are reviewed, validated, and fit for purpose before use in deliv
ery.
Documentation & Quality GovernanceMaintain current and accurate quality documentation including test plans, test cases, test execution reports, defect logs, and UAT sign-off records - all managed within ServiceNow where applicable.Identify and champion quality process improvements, automation opportunities, and platform governance enhancements across teams.Stay current on ServiceNow platform releases, new ATF capabilities, and deprecations that impact ITSM and CSM testing and quality delivery.Collaborate with Solution Architects and developers to establish testing standards, configuration validation protocols, and quality gates aligned to organizational best pract
ices.
Required Skills & Experience Minimum 3–5 years of QA/Testing experience with 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) including test design, test step creation, assertions, data-driven testing, and test execution - this is a core competency for this role.Proven hands-on experience using the ServiceNow Agile Development (ADM) module for test case management, test execution tracking, defect logging, and sprint- based quality governance.Demonstrated testing experience on ServiceNow ITSM and/or CSM modules,including functional, regression, and user acceptance testing.Strong understanding of ITIL processes as they relate to testing: Incident, Change, Problem, and Request Management workflows and validations.Manual testing expertise including test case design, exploratory testing, defect analysis, and user workflow validation across web and mobile interfaces.Excellent communication and facilitation skills; able to translate testing concepts for business audiences and functional requirements for technical teams; comfortable leading UAT sessions with business users.Familiarity with Generative AI tools and demonstrated willingness to incorporate them into day-to-day testing and quality activ

ities.

Assets & Preferred QualificationsServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) - ITSM or CSM preferred.Experience testing ServiceNow implementations or module expansions, not just BAU support and regression testing.Familiarity with ServiceNow integration testing including REST/SOAP APIs, Integration Hub, MID Server, and cross-system data validation.Experience in a scaled Agile environment (SAFe or similar) with embedded quality roles.Performance and load testing experience using ServiceNow or third-party tools to validate platform scalability.Test automation frameworks and tools experience beyond ATF (e.g., Selenium, Cypress, or API testing tools) is an asset.SQL and scripting knowledge to support test data creation, validation queries, and troubleshooting complex s
cenarios.
Desired Mindset & QualitiesQuality-first mindset: Proactively identifies risks and advocates for thorough testing even under time pressure.Collaboration: Works closely with developers, business analysts, architects, and business users to ensure shared ownership of quality.Continuous improvement: Seeks opportunities to enhance test automation, reduce manual effort, and improve test coverage.Curiosity and technical aptitude: Demonstrates desire to understand ServiceNow platform capabilities, configuration, and technical integrations.Adaptability: Comfortable working in fast-paced sprint cycles with changing requirements and new platform

features.

Equal Opportun
ity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related
to diversity.