ServiceNow Engineer

Summary

Join XO Health, a company revolutionizing healthcare, as a ServiceNow Engineer based remotely in India. Partner with our ServiceNow Architect to build and deploy a scalable, enterprise-grade platform for healthcare insurance operations. You will translate design blueprints into reality, configuring, developing, testing, and deploying ServiceNow modules. This role involves developing workflows, creating portals, implementing integrations, and automating processes. You will also be responsible for quality assurance, deployment, and production support. Collaboration with cross-functional teams and clear documentation are essential. The ideal candidate possesses strong ServiceNow expertise and development skills, along with healthcare domain knowledge.

Requirements

• ServiceNow Expertise
• 3+ years in ServiceNow development/implementation, with a focus on CSM and HCLS modules
• Strong experience with scoped apps, Update Sets, Flow Designer, Service Portal, and UI Builder
• Development & Scripting
• Proficient in JavaScript (server & client), HTML, CSS, and AngularJS/Foundation (for legacy portals)
• Skilled with ServiceNow APIs, Integration Hub, and MID Server
• Integrations & Cloud
• Hands-on with REST/SOAP integrations, sFTP, and event-driven architectures
• Familiarity with AWS services (S3, Lambda, API Gateway) and Microsoft Graph API
• DevOps & Testing
• Knowledge of CI/CD pipelines (Git, Jenkins, Azure DevOps) and ATF
• Experience with test-driven development and performance testing
• Healthcare Domain
• Understanding of health insurance processes (claims, enrollment, utilization management)
• Familiarity with HIPAA, HL7, ACA, and other regulatory frameworks
• Soft Skills
• Strong problem-solving mindset and attention to detail
• Excellent verbal and written communication, able to explain technical concepts to non-technical stakeholders
• Collaborative team player comfortable in Agile/Scrum environments

Responsibilities

• Implementation & Configuration
• Module Setup
• Configure and customize ServiceNow CSM modules: account & contact management, entitlements, case management, knowledge, and omni-channel support
• Implement and tailor HCLS modules (Member Services, Provider Relations, Utilization Management) per design specifications
• Workflow Development
• Build out case management flows: claims intake, adjudication, grievances, and appeals using CSM case stages, SLAs, and assignment rules
• Develop utilization management processes: prior authorization requests, medical necessity reviews, care coordination tasks
• Portals & Self-Service
• Create and enhance the Customer Service Portal and Member/Provider portals using Service Portal Designer and UI Builder
• Implement client scripts, UI policies, and UI actions to enforce business rules and streamline user experience
• Integrations & Automations
• API & MID Server
• Develop integrations via REST/SOAP APIs, Integration Hub spokes, and MID Server for secure data exchange with AWS Data Lake, Microsoft 365/SharePoint, and external claims systems
• Automate batch transfers (sFTP) and event-driven messaging (EventBridge, Kafka)
• Orchestration & Flow Designer
• Leverage Flow Designer and ServiceNow Orchestration to automate end-to-end processes (e.g., case routing, entitlement checks, document generation, notifications)
• DevOps & CI/CD
• Implement application lifecycle management using Git, Jenkins (or Azure DevOps), and ServiceNow Update Sets
• Assist in authoring Infrastructure as Code (Terraform/CloudFormation) for development/test environments
• Testing, Deployment & Support
• Quality Assurance
• Write Automated Test Framework (ATF) tests and coordinate UAT with business and QA teams
• Conduct performance and load testing; troubleshoot and optimize bottlenecks
• Release Management
• Manage deployments across Dev → QA → Prod using change management best practices
• Package update sets, scoped apps, and manage application dependencies
• Production Support
• Provide Tier-2/3 support: incident triage, root cause analysis, and system maintenance
• Monitor platform health, tune performance, and apply patches/upgrades
• Collaboration & Documentation
• Cross-Functional Teamwork
• Work closely with the Architect to clarify requirements, suggest optimizations, and ensure alignment to the overall solution design
• Partner with business analysts, QA engineers, and stakeholders to translate needs into technical deliverables
• Documentation & Training
• Produce clear technical documentation: design specs, runbooks, integration guides, and KB articles
• Train support teams and end-users on portal usage, new features, and troubleshooting

Preferred Qualifications

• ServiceNow : Certified System Administrator (CSA) & Certified Implementation Specialist – CSM/HCLS
• Cloud : AWS Certified Developer / Solutions Architect
• Healthcare : CHPS, CHAM, or similar
• DevOps : Jenkins Engineer, Azure DevOps Engineer

Benefits

• Full compensation packages are based on candidate experience and relevant certifications
• ���3,000,000 — ₹3,500,000 INR