**QA Lead – ITSM (12 Month Contract)

Location: New Westminster, BC / Hybrid

Staffing Placement Opportunity** Project Description & Background We are seeking an experienced QA Lead to support a large-scale ServiceNow implementation focused on modernizing IT Service Management (ITSM) processes and workflows.

The project will transition existing ITSM capabilities to ServiceNow, including the management of incidents, service requests, problems, changes, knowledge, service catalogues, and related workflows. The implementation is intended to improve service delivery, workflow automation, reporting, scalability, security, and overall user experience.

The QA Lead will provide client-side testing leadership and QA oversight throughout the implementation. This includes ensuring that the ServiceNow solution is configured, integrated, tested, and accepted in alignment with approved business requirements, QA standards, operational readiness expectations, and project release criteria.

The successful candidate will work closely with an implementation partner, project leadership, QA management, business stakeholders, technical teams, and operational groups to coordinate test planning and execution, oversee defect management, validate vendor testing evidence, support UAT and operational readiness, and provide input into release readiness and go/no-go decisions.

Key Responsibilities QA Strategy, Governance & Planning

- Operate in accordance with established QA standards and best practices, ensuring testing aligns with project governance, approval processes, quality gates, risk-based testing, traceability, and evidence-based validation.
- Review requirements and user stories to ensure they are clear, complete, and testable.
- Develop and maintain a requirements-to-test traceability matrix to demonstrate test coverage and support formal sign-off.
- Define and maintain test strategies and detailed test plans aligned with project scope, phases, and release milestones.
- Establish QA entry and exit criteria for key testing cycles, including SIT, migration dry runs, cutover/go-live, and hypercare.
- Define minimum evidence requirements for implementation partner deliverables.
- Establish defect severity models, readiness thresholds, and quality gates.

Vendor Testing & Evidence Verification
- Provide independent, client-side QA oversight of third-party implementation partner deliverables and testing activities.
- Review vendor test results, defect records, traceability documentation, and supporting evidence for completeness, accuracy, and auditability.
- Validate implementation partner evidence against approved requirements and quality standards.
- Review and validate evidence related to:
- ServiceNow configuration and workflow completion

- Integration testing

- Identity and access integrations

- Notifications and reporting

- Data migration and reconciliation

- Performance testing and baselines
- Operational documentation and knowledge transfer
- Support procedures, configuration documentation, and runbooks

Testing & QA Validation
- Lead client-side oversight of System Integration Testing (SIT), functional testing, regression testing, and end-to-end testing.
- Validate ServiceNow ITSM workflows, including:





- Incident management

- Service requests

- Problem management

- Change management

- Knowledge management

- Service catalogue

- Approvals

- Notifications

- Assignment and routing
- Validate ServiceNow configuration, including forms, fields, workflows, business rules, groups, roles, permissions, queues, catalogue items, dashboards, and reporting.
- Validate integrations with enterprise systems, authentication sources, reporting tools, and upstream/downstream applications.
- Support data migration testing and reconciliation activities.
- Coordinate non-functional testing, including:

- Performance

- Security
- Role-based access

- Accessibility/WCAG

- Usability
- Coordinate with Cybersecurity and Privacy stakeholders to address testing and assurance requirements.
- Support operational readiness activities, including support model validation, knowledge transfer, training readiness, runbooks, monitoring, reporting, and hypercare preparation.

UAT, Cutover & Go-Live
- Develop and maintain readiness checklists and required sign-offs for migration, UAT, cutover, go-live, and hypercare.
- Plan and coordinate User Acceptance Testing (UAT).
- Organize business testers, manage test scripts, track execution, and obtain formal sign-off.
- Coordinate testing with business users, process owners, Service Desk, Operations, technical teams, and the implementation partner.
- Support post-migration validation, evidence collection, defect resolution, and formal acceptance.
- Provide QA oversight during cutover and hypercare.
- Coordinate defect triage, fix verification, and release readiness assessments.
- Provide QA input and go/no-go recommendations to project leadership.

Test Automation & Defect Management
- Design, develop, execute, and maintain test cases, test scenarios, and test scripts covering ServiceNow workflows, integrations, reports, data migration, user roles, and operational processes.
- Assess automation opportunities and define an appropriate test automation strategy.
- Consider existing UI, API, and integration testing frameworks as well as ServiceNow Automated Test Framework (ATF).
- Coordinate the development of reusable automated regression test assets where appropriate.
- Establish and manage the defect lifecycle, including logging, triage, prioritization, resolution tracking, retesting, and closure.
- Monitor overall test execution, results, defects, coverage, and quality metrics.
- Maintain project risks and participate in issue and defect triage.

Reporting & Knowledge Transfer
- Provide regular and ad hoc reporting on:

- Test progress

- Test coverage

- Quality metrics

- Defect trends

- Risks and issues

- Release readiness
- Validate the completeness of knowledge transfer and training materials.
- Review operational runbooks, support procedures,



configuration documentation, and transition-to-operations materials.
- Document QA processes, testing standards, and best practices.
- Support training of internal staff to maintain QA capabilities following go-live.
- Participate in daily stand-ups and other project-related meetings.

Key Deliverables The QA Lead will be responsible for producing and/or overseeing deliverables including:

- Test strategy and detailed test plans aligned with project phases, releases, quality gates, and entry/exit criteria.
- Requirements-to-test traceability matrix and risk-based test coverage map.
- SIT, functional, regression, end-to-end, UAT, and non-functional test plans, cases, scripts, and evidence packages.
- Defect management processes, defect logs, triage outcomes, resolution tracking, and defect trend reports.
- Release readiness assessments, QA sign-off recommendations, go/no-go decision support materials, and cutover/go-live checklists.
- Test automation strategy and reusable regression test assets, including ServiceNow ATF assets where appropriate.
- Testing reports covering progress, coverage, quality metrics, risks, issues, and release readiness.
- QA processes, standards, operational readiness documentation, knowledge transfer materials, and internal training materials.

Required Qualifications & Experience

- 5+ years of QA/testing experience, including demonstrated experience leading testing for enterprise software implementations.
- Direct experience testing ServiceNow implementations or comparable enterprise SaaS platforms, particularly ITSM solutions.
- Robust understanding of the complete software testing lifecycle, including:

- Test strategy

- Test planning

- Test case design

- Test execution

- Defect management

- Reporting

- Release readiness
- Experience providing client-side QA oversight of a third-party implementation partner.
- Demonstrated experience planning and managing UAT with business stakeholders.
- Experience coordinating testing across end users, vendors, technical teams, operational teams, and project stakeholders.
- Hands-on experience designing or implementing automated testing across UI, API, and integration layers.
- Experience with ServiceNow Automated Test Framework (ATF) is preferred.
- Experience with defect and test management tools such as Jira, Azure DevOps, ServiceNow Test Management, or similar.
- Strong analytical, organizational, problem-solving, and communication skills.
- Ability to lead a testing workstream, coordinate multiple stakeholders, and mentor team members.

Preferred Certifications

- ISTQB Foundation or Advanced
- ServiceNow Certified System Administrator (CSA)
- ITIL Foundation
- ServiceNow testing or implementation certifications

Nice-to-Have Qualifications

- Experience with ServiceNow Test Management and ATF.
- Experience with accessibility testing against WCAG standards.
- Experience working in Agile/Scrum environments and continuous testing practices.
- Experience supporting large enterprise or public-sector environments.
- Experience working with complex enterprise integrations and data migration projects.

Note; this is an opportunity with a Microserve client.

📌 QA Lead – ITSM (British Columbia)
🏢 Microserve
📍 British Columbia