ServiceNow QA Engineering Practice Lead

Title:

Service Now QA Engineering Practice Lead

Requisition

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. We are seeking an experienced Service Now QA Engineering Practice Lead to grow and lead our Service Now quality assurance discipline. In this role, you will define testing standards, drive automation strategy, and act as a technical authority for quality across all Service Now implementations, upgrades, and integrations.

You will partner with platform engineers, architects, and business stakeholders to embed quality throughout the delivery lifecycle.

• Define and own the Service Now QA practice vision, standards, and roadmap aligned with organizational goals.
• Establish testing frameworks, methodologies, and best practices for functional, regression, integration, and performance testing on the Service Now platform.
• Lead, mentor, and grow a team of QA engineers and analysts, fostering a culture of quality and continuous improvement.
• Act as the primary point of contact for QA governance across all Service Now delivery streams.
• Design and implement end-to-end automated test suites using Service Now ATF (Automated Test Framework).
• Architect test environments, data strategies, and CI/CD pipeline integrations to enable continuous testing.
• Lead test planning, risk assessment, and coverage analysis for platform upgrades (e.g., Australia, Brazil releases) and major feature deployments.
• Oversee performance and load testing initiatives for high-traffic workflows and integrations.
• Review and approve test plans, test cases, and defect triage processes.
• Partner with Service Now architects, developers, and product owners to ensure requirements are testable and acceptance criteria are defined early.
• Collaborate with ITSM, ITAM, IRM, and HR Service Delivery product teams to understand scope and quality risks.
• Communicate testing status, quality metrics, and risk posture to senior leadership and steering committees.
• Drive shift-left testing practices, embedding QA into sprint planning and design reviews.
• Evaluate, select, and implement QA tooling (test management, defect tracking, reporting dashboards).
• Define KPIs and quality metrics — defect escape rate, test coverage, automation ROI — and report regularly.
• Establish and maintain a test data management strategy compliant with data privacy requirements.
• Drive adoption of Dev Ops and Agile QA practices across Service Now delivery squads.
• 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.
• 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.
• Act as a lead for 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.

• A degree in computer science, IT Business/Management, or an engineering related discipline (preferred).
• 8+ years of QA engineering experience, with at least 4 years focused on the Service Now platform.
• Including both manual and automation testing.
• Deep expertise in Service Now ATF, including writing, maintaining, and scaling automated test suites.
• Proven experience in a leadership role within QA or testing teams.
• 5+ years of Service Now related experience.
• Experience with Service Now App Engine, Flow Designer, and custom application testing.
• Certified System Administrator (CSA) certification.

• Diversity, Equity, Inclusion & Allyship – We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and embraced through bias‑free practices and inclusive values across Scotiabank.
• Accessibility and Workplace Accommodations – We value the unique skills and experiences each…