Quality Assurance Lead – Information Technology Service Management

93126
New Westminster , British Columbia
Contract
Yesterday

Quality Assurance Lead – ITSM

Location: New Westminster, BC
Work model: Hybrid – minimum two days onsite per week
Contract: 12 months, with potential extensions
Hours: Up to 7.5 hours per day
Rate: Open, based on experience
Start date: ASAP

Position Overview

We are seeking an experienced Quality Assurance Lead to provide testing leadership for a large-scale ServiceNow implementation. This project will replace an existing IT Service Management platform and modernize how incidents, service requests, problems, changes, knowledge, and other IT support workflows are managed.

The QA Lead will oversee the complete testing lifecycle and provide independent, client-side quality assurance of the implementation partner’s work. This person will coordinate testing across business users, technical teams, operations, cybersecurity, privacy, and project leadership.

Key Responsibilities

  • Develop and maintain the overall test strategy, test plans, quality gates, and entry and exit criteria.

  • Lead System Integration Testing, functional testing, regression testing, end-to-end testing, UAT, and non-functional testing.

  • Review requirements and user stories to ensure they are complete, clear, and testable.

  • Maintain requirements-to-test traceability and risk-based test coverage.

  • Independently review the implementation partner’s test results, defect records, coverage, and supporting evidence.

  • Test ServiceNow ITSM workflows, including incident, request, problem, change, knowledge, approvals, notifications, and service catalogue.

  • Validate ServiceNow forms, fields, workflows, business rules, roles, permissions, dashboards, reports, and integrations.

  • Coordinate data migration testing, reconciliation, cutover validation, go-live readiness, and hypercare.

  • Plan and manage UAT, including organizing business testers, preparing scripts, tracking execution, and obtaining sign-off.

  • Establish and manage the defect lifecycle, including triage, prioritization, resolution tracking, retesting, and closure.

  • Define the test automation strategy across UI, API, integration, and ServiceNow Automated Test Framework.

  • Coordinate performance, security, accessibility, role-based access, privacy, and usability testing.

  • Prepare quality reports, release-readiness assessments, and go/no-go recommendations.

  • Validate operational runbooks, support procedures, training materials, and knowledge-transfer documentation.

  • Mentor team members and help internal teams maintain QA processes after go-live.

Required Qualifications

  • Minimum five years of QA experience, including experience leading testing for enterprise software implementations.

  • Minimum three years of hands-on experience testing ServiceNow or a comparable enterprise SaaS platform.

  • Experience testing ITSM processes such as incident, service request, problem, change, knowledge, and service catalogue.

  • Minimum three years of experience providing client-side QA oversight of third-party implementation partners.

  • Experience leading SIT, functional, regression, end-to-end, UAT, and release-readiness testing.

  • Experience defining and managing UAT with business stakeholders.

  • Experience creating test strategies, test plans, test cases, traceability matrices, quality gates, and readiness assessments.

  • Experience managing defects using Jira, Azure DevOps, ServiceNow Test Management, or a comparable platform.

  • Hands-on experience with automated testing across UI, API, or integration layers.

  • Strong stakeholder management, communication, analytical, and organizational skills.

  • Ability to work onsite in New Westminster at least two days per week.

Nice-to-Have Qualifications

  • Experience with ServiceNow Automated Test Framework.

  • ServiceNow Certified System Administrator certification.

  • ISTQB Foundation or Advanced certification.

  • ITIL Foundation certification.

  • Experience with WCAG accessibility testing.

  • Experience with Agile, Scrum, and continuous testing practices.

  • Experience delivering projects within the public sector or another large enterprise environment.

The pay range that the employer reasonably expects to pay for this position is between CA$90.00 and CA$110.00

Our voluntary benefits offering includes medical, dental, vision and retirement benefits.

This posting is for an existing vacancy.

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Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.

We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.

Not interested in this position, but know somebody who might be? Check out our Referral Reward Program, referrals are a big secret behind our success. As always, we’re on the lookout for great people. And we know that you know great people!