ServiceNow QA Analyst

JOB DESCRIPTION

Location: Hybrid (Downtown, Toronto)

Duration: 3 months | Possibility of extension

Our client a leading financial institution in Downtown Toronto, is looking for a ServiceNow QA Analyst to oversee the quality control team, provide guidance and training on QA standards and best practices.The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role:

  • The Quality Assurance Specialist plays a critical role in ensuring the delivery of high-quality software solutions by leading testing efforts, maintaining QA standards, and collaborating across teams to support the full software development lifecycle (SDLC). This role champions customer-centricity, operational excellence, and continuous improvement within a high-performance, inclusive environment.
  • 80% manual testing and 20% automation and as the project progresses, number will reverse as more gets automated and there will be less manual testing
  • Design and maintain QAT test plans and quality documentation, balancing risk mitigation with optimal resource use.
  • Develop and implement QA processes, standards, and best practices.
  • Provide support and guidance to stakeholders on QA tools and methodologies
  • Schedule and approve project releases into the QAT environment
  • Execute System Integration Testing (SIT) and manage defect tracking.
  • Lead and coordinate User Acceptance Testing (UAT), including resource and environment management
  • Maintain regression and automation test suites using ATF; integrate them into project testing plans as needed.
  • Obtain test evidence and UAT sign-off; coordinate release readiness and change submissions.

Testing and Release Management:

  • Assess QAT projects for release risk, including code overlap and environmental impact.
  • Evaluate test results, resolve defects with development teams, and escalate critical issues.
  • Recommend production releases based on QA outcomes and risk assessments.

Continuous Improvement:

  • Identify opportunities to enhance QA processes and optimize workflows.
  • Proactively apply new knowledge and recommend process improvements.
  • Contribute to ongoing project reviews and recommend enhancements.

Collaboration & Agile Participation:

  • Actively collaborate on Agile project teams throughout the SDLC.
  • Ensure business and technical requirements are met.
  • Coordinate with Business Analysts, Scrum Masters, and external service providers.

Mentorship & Team Development:

  • Train junior analysts on systems, environments, standards, and methodologies.
  • Provide coaching, feedback, and support on team objectives and conflict resolution.
  • Share application and process expertise across the QA team.

Compliance & Governance:

  • Ensure adherence to Scotiabank’s Values, Code of Conduct, and Global Sales Principles.
  • Maintain effective business controls to meet operational, compliance, AML/ATF/sanctions, and conduct risk obligations.
  • Understand and apply the Bank’s risk appetite and culture in daily decisions.

Must-Have Skills:

  • 4+ years of experience in Quality Assurance, Including both manual and automation testing.
  • 3+ years’ experience working with ServiceNow, with the following ServiceNow modules:
  • Incident Management, Problem Management, Change Management, Release Management
  • Service Request Management, Service Portal, Knowledge Management
  • Experience with ATF (automation testing framework) tool
  • Agile project experience and SDLC knowledge.

Nice-To-Have Skills:

  • Proven experience in a leadership role within QA or testing teams
  • Experience with these additional Service Now Modules: Hardware Asset Management (HAM), Software Asset Management (SAM), Configuration Management Database (CMDB), Cloud Discovery and Optimization, Vulnerability Management
  • Familiarity with banking applications and system integration.
  • Certified System Administrator (CSA) certification nice to have

Soft Skills Required:

  • Ability to manage multiple stakeholders and conflicting priorities.
  • Excellent communication, leadership, and problem-solving skills.

Education:

  • A degree in computer science, IT Business/Management, or an engineering related discipline
  • Certified System Administrator (CSA) certification
  • QA certifications e.g. ISTQB, ITIL 

Finance professional is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.