ServiceNow Quality Engineer

WHO WE ARE

Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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

• 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.
• 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 development.

ServiceNow Automated Testing (ATF) & Platform Expertise

• Design, 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 Engagement

• Conduct 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 feedback.

Generative AI & Productivity

• 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.
• 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

• 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.
• 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 practices.

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 activities.

Assets & Preferred Qualifications

• ServiceNow 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 scenarios.

Desired Mindset & Qualities

• Quality-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.