QA Analyst

Scotiabank•Toronto, ON

2d•Onsite

About The Position

The ServiceNow QA Analyst is responsible for ensuring the quality, reliability, and performance of ServiceNow platform implementations across enterprise Service Management Technology (SMT) initiatives. This role collaborates with product owners, business analysts, developers, and operations teams to validate requirements, execute testing strategies, and support end-to-end delivery within Agile environments.

Requirements

Strong understanding of QA methodologies, tools, and best practices.
Experience with manual and automated testing.
Familiarity with banking applications and system integration.
Ability to manage multiple stakeholders and conflicting priorities.
Excellent communication, leadership, and problem-solving skills.
Agile project experience and SDLC knowledge.
A degree in computer science, IT Business/Management, or an engineering related discipline (preferred)
5+ years of experience in Quality Assurance, Including both manual and automation testing.
2 Years experience with ServiceNow Platform.

Nice To Haves

Familiarity with the following ServiceNow modules is considered an asset: Incident Management, Problem Management, Change Management, Release Management, Service Request Management, Service Portal, Knowledge Management, Hardware Asset Management (HAM), Software Asset Management (SAM), Configuration Management Database (CMDB), Cloud Discovery and Optimization, Vulnerability Management
Certified System Administrator (CSA) certification.

Responsibilities

Design and maintain QAT test plans and quality documentation, balancing risk mitigation with optimal resource use.
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; integrate them into project testing plans as needed.
Obtain test evidence and UAT sign-off; coordinate release readiness and change submissions.
Write clear and concise defect reports and work as an empathetic advocate for the customer’s quality experience. Triage and prioritize defects for remediation, with the development team.
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.
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.
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.
Provide coaching, feedback, and support on team objectives and conflict resolution.
Share application and process expertise across the QA team.
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.