ServiceNow Quality Engineer

About the role

**Who We Are**

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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**

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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.

Compensation Range: CA$85K \- CA$105K