ServiceNow Quality Assurance Lead – ITSM

Job Description On behalf of our public-sector client, Affinity is looking for a Quality Assurance Lead – ITSM to have led testing on enterprise software implementations, with direct ServiceNow / ITSM implementation experience being a major differentiator. The candidate will support the organization's ServiceNow Implementation Project, working with the BTS Project Manager, QA Manager, implementation partner, business stakeholders, technical teams, Cybersecurity, Privacy, Operations, and end users. Responsibilities Develop and maintain test strategy and detailed test plans Review requirements and user stories for clarity, completeness, and testability Maintain requirements-to-test traceability Define QA gates, entry/exit criteria, defect thresholds, and readiness requirements Independently review and validate vendor testing evidence Lead client-side oversight of SIT, functional, regression, and end-to-end testing Test ServiceNow ITSM workflows, configuration, integrations, and data Coordinate non-functional testing including performance, security, RBAC, accessibility, and usability Plan and coordinate UAT with business stakeholders Manage defect logging, triage, prioritization, retesting, and closure Support data migration, cutover, go-live, and hypercare readiness Provide release readiness and go/no-go recommendations Define the test automation strategy Coordinate ServiceNow ATF and reusable regression automation where appropriate Report test progress, quality metrics, defect trends, risks, and readiness Expected Deliverables Test Strategy and detailed Test Plans Requirements-to-Test Traceability Matrix Risk-Based Test Coverage Map SIT, functional, regression, end-to-end, UAT, and non-functional test plans Test cases, scripts, and evidence packages Defect management process and defect logs Defect trend reporting Release readiness assessments QA sign-off recommendations Go/No-Go decision support materials Cutover and go-live checklists Test automation strategy Reusable regression test assets ServiceNow ATF assets where appropriate Testing progress and quality reports QA process and standards documentation Operational readiness runbooks Knowledge transfer and internal training materials Nice-to-Haves ServiceNow Automated Test Framework (ATF) ServiceNow Test Management UI, API, and integration test automation Jira Azure DevOps ISTQB Foundation or Advanced ServiceNow Certified System Administrator (CSA) ITIL Foundation ServiceNow testing or implementation certifications Accessibility testing / WCAG Agile / Scrum experience Continuous testing practices Public sector experience Large enterprise experience Affinity Earn Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/ About Affinity Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need. For more information on Affinity, please visit www.affinity-group.ca Job Number: 13846

Lead the quality assurance strategy and execution for a ServiceNow ITSM implementation project. This includes developing test plans, coordinating UAT, and managing defect triage and release readiness.

Requires extensive experience leading testing for enterprise software implementations, specifically within ServiceNow and ITSM workflows. Preferred qualifications include ServiceNow certifications, ISTQB, and experience in the public sector.

• Quality assurancePreferred
• JiraPreferred
• ScrumPreferred
• AgilePreferred

Identified from the job description. Confirm important requirements above.

• ServiceNow
• ITSM
• Quality Assurance
• Test Strategy
• UAT
• SIT
• Regression Testing
• ServiceNow ATF
• Defect Management
• Test Automation
• Jira
• Azure DevOps
• ITIL
• Agile
• Scrum
• Accessibility Testing

• Software
• Technology
• Consulting
• Government & Public Sector
• Management & Leadership

Minimum education

Professional degree

Minimum experience

5+ years

Apply by

Sep 24, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level