Senior QA Analyst - AI, Voice & ServiceNow Testing

WestJet Group; Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

WestJet Group is seeking a Senior QA Analyst to lead quality activities across ServiceNow Customer Service Management, integrations, automation, and emerging AI and Voice capabilities. You will work with Product Owners, BAs, Developers, Architects, and stakeholders to embed quality from discovery through production and ensure release confidence.

The role emphasizes shaping quality, automation, and risk identification early in delivery, with a focus on guest and agent experiences and effective

Qualifications

• Post-secondary education in IT, CS, software engineering, or related field, or equivalent practical experience.
• Significant software quality assurance experience in a senior or lead role.
• Hands-on testing experience on the ServiceNow platform.
• Experience developing and executing test strategies, plans, and regression suites.
• Experience with API testing and test automation.

Responsibilities

• Lead quality planning and execution for ServiceNow capabilities within the Guest & Contact Centre Experience pod.
• Develop test strategies, plans, scenarios, and traceability for initiatives with risk.
• Perform functional, integration, system, regression, and end-to-end testing across ServiceNow and connected systems.
• Develop and maintain automated tests using ServiceNow ATF and other tools.
• Identify automation opportunities to improve testing efficiency and release confidence.
• Test APIs and integrations using Postman, ReadyAPI, or similar.
• Collaborate with Product Owners, BAs, Developers, and Architects to identify risks early.
• Coordinate testing across platform teams, product teams, vendors, and testers.
• Support business validation and user acceptance testing with stakeholders.
• Lead defect triage, retesting, and reporting.
• Communicate quality results and release readiness to stakeholders.
• Support release planning and production validation for guest-facing capabilities.
• Establish testing approaches for AI and Voice capabilities; monitor quality of AI outputs.
• Monitor production outcomes and drive continuous improvement in quality practices.

Job description

WestJet Group is seeking a Senior QA Analyst to lead quality activities across ServiceNow Customer Service Management, integrations, automation, and emerging AI and Voice capabilities. You will work with Product Owners, BAs, Developers, Architects, and stakeholders to embed quality from discovery through production and ensure release confidence.

The role emphasizes shaping quality, automation, and risk identification early in delivery, with a focus on guest and agent experiences and effective