ServiceNow Quality Engineer

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across various service offerings: Web, Mobile & Digital Marketing | Enterprise AI | Customer Care AI & Technology | Enterprise Technology Modernization

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

The Opportunity

ServiceNow QE (Quality Engineer)

Location: Canada(Remote)

About the Role

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 Responsibilities

Sprint Delivery & Quality Assurance

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Own the complete quality assurance strategy for each sprint - from test planning and elaboration through to UAT execution and sign-off - managed entirely within ServiceNow.

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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.

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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.

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Track quality progress, surface defects and risks proactively, prioritize testing efforts, and coordinate resolution across the delivery team.

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Define and maintain quality acceptance criteria alongside the development team, ensuring stories are testable before they enter development.

ServiceNow Automated Testing (ATF) & Platform Expertise

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Design, develop, and maintain automated test suites using the ServiceNow Automated Test Framework (ATF), including test steps, assertions, and data-driven testing scenarios.

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Create reusable test components, test data sets, and ATF best practices libraries to improve test efficiency and scalability across multiple sprints and releases.

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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.

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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.

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Troubleshoot test failures, investigate root causes, and distinguish between product defects and test infrastructure issues.

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

Testing Strategy & Stakeholder Engagement

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

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Translate functional specifications and process flows into comprehensive test scenarios, test cases, and user acceptance testing (UAT) scripts suitable for business user execution.

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Proactively manage stakeholder expectations throughout delivery, providing regular quality reports, defect summaries, and progress updates; facilitate decisions on risk acceptance and scope trade-offs.

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Design UAT environments and coordinate user acceptance testing, including training business users, managing test data, and collecting defect feedback.

Generative AI & Productivity

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Actively 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.

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Apply AI-assisted techniques responsibly and in alignment with organizational standards, ensuring test outputs are reviewed, validated, and fit for purpose before use in delivery.

Documentation & Quality Governance

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Maintain 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.

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Identify and champion quality process improvements, automation opportunities, and platform governance enhancements across teams.

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Stay current on ServiceNow platform releases, new ATF capabilities, and deprecations that impact ITSM and CSM testing and quality delivery.

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Collaborate with Solution Architects and developers to establish testing standards, configuration validation protocols, and quality gates aligned to organizational best practices.

Required Skills & Experience

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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).

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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.

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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.

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Demonstrated testing experience on ServiceNow ITSM and/or CSM modules, including functional, regression, and user acceptance testing.

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Strong understanding of ITIL processes as they relate to testing: Incident, Change, Problem, and Request Management workflows and validations.

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Manual testing expertise including test case design, exploratory testing, defect analysis, and user workflow validation across web and mobile interfaces.

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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.

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Familiarity with Generative AI tools and demonstrated willingness to incorporate them into day-to-day testing and quality activities.

Assets & Preferred Qualifications

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ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) - ITSM or CSM preferred.

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Experience testing ServiceNow implementations or module expansions, not just BAU support and regression testing.

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Familiarity with ServiceNow integration testing including REST/SOAP APIs, Integration Hub, MID Server, and cross-system data validation.

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Experience in a scaled Agile environment (SAFe or similar) with embedded quality roles.

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Performance and load testing experience using ServiceNow or third-party tools to validate platform scalability.

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Test automation frameworks and tools experience beyond ATF (e.g., Selenium, Cypress, or API testing tools) is an asset.

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SQL and scripting knowledge to support test data creation, validation queries, and troubleshooting complex scenarios.

Desired Mindset & Qualities

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Quality-first mindset: Proactively identifies risks and advocates for thorough testing even under time pressure.

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Collaboration: Works closely with developers, business analysts, architects, and business users to ensure shared ownership of quality.

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Continuous improvement: Seeks opportunities to enhance test automation, reduce manual effort, and improve test coverage.

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Curiosity and technical aptitude: Demonstrates desire to understand ServiceNow platform capabilities, configuration, and technical integrations.

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Adaptability: Comfortable working in fast-paced sprint cycles with changing requirements and new platform features.