Intermediate QA Analyst specializing in ServiceNow testing for large financial client - 38927

Intermediate QA Analyst specializing in ServiceNow testing for large financial client - 38927

Location: Hybrid - Toronto - 2 days/week (flexible on days to come in)

Subject to change: 3-4 days onsite may be required based on business needs

Contract Duration: ASAP to 03/31/2026 - approx. 3 months, possibility of extension for 6 months at a time and up until 2 year tenure & possibility of conversion to FTE

Schedule Hours: 9am-5pm Monday-Friday; standard 37.5 hrs/week

Story Behind the Need

Business group: GTEP - Service Management Technology - service management team, support all Service Now users in the Bank across countries - team actions any new implementations and provide support and maintenance; it is a big team of 100+ employees: support team that maintains platform, team of architects 7-8 and provide best practices, team of developers 20+, team of BA, team of QAs (9 in that team currently) - a lot of projects in flight ; in March there will be large projects and need - will need BAs, Devs, QAs

Project: Currently RPSDX digital cell is without any QA. This cell is working on the Bank's Transformation program to migrate Service Desk, Knowledge Management and Service Catalog from legacy to re-platform. Digital transformation of legacy instance and due to banking compliance audit moving away from customizations into a new re-platform - running until 2027

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

• Oversee the quality control team, provide guidance and training on QA standards and best practices.

• 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 the Bank'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.

Candidate Value Proposition:

The successful candidate will have the opportunity to gain exposure to work in different modules in Service Now, work on new implementation projects, work in automation framework, enhance Service Now skills for a top 5 Canadian Bank. Opportunity for extension for up to 2 years and converting to FTE.

Candidate Requirements/Must Have Skills:

1) 4+ years of experience in Quality Assurance, Including both manual and automation testing.

2) 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

3) Experience with ATF (automation testing framework) tool

4) Agile project experience and SDLC knowledge.

Nice-To-Have Skills:

1) Proven experience in a leadership role within QA or testing teams

2) 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

3) Familiarity with banking applications and system integration.

4) Certified System Administrator (CSA) certification nice to have

Education:

A degree in computer science, IT Business/Management, or an engineering related discipline (preferred)

Certified System Administrator (CSA) certification nice to have

QA certifications e.g. ISTQB, ITIL nice to have

Best VS. Average Candidate:

Ideal candidate is strong with QA methodologies, must know QA processes and SDLC lifecycle paired with strong ServiceNow experience, has some automation experience

Candidate Review & Selection

1 round - MS Teams Video Interview - need camera on - with HM - 30 minutes

Hiring Manager’s availability to interview: ASAP