XO Health believes healthcare is fixable. Become part of the community changing the face of the industry.
XO Health is the first health plan designed by and for self-insured employers that delivers a more unified health experience for everyone – from those who receive care, to those who deliver it, to those who pay for it.
We are growing a multi-disciplinary team of diverse and digitally empowered employees ready to rebuild trust in healthcare through comprehensive and unified transformation.
ServiceNow Engineer - India (Remote)
About the Role:
We are looking for a hands-on ServiceNow Engineer to partner with our ServiceNow Architect in building and rolling out a scalable, enterprise-grade platform tailored to healthcare insurance operations. You’ll take the Architect’s design blueprints and turn them into reality—configuring, developing, testing, and deploying ServiceNow Customer Service Management (CSM) and Healthcare & Life Sciences (HCLS) modules to support customer service, case management, utilization management, and core healthcare insurance workflows.
Key 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.
Qualifications:
Technical Skills
- 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.
- AI / GenAI Skills (Bonus)
- Hands-on experience with ServiceNow Now Assist (Generative AI)
- Understanding of AI/ML concepts: NLP, predictive analytics, LLMs
- Experience in implementing chatbots for fulfiller roles in workspace, and AI capabilities in CSM applications.
- Experience implementing:
- AI-powered ticket summarization
- Knowledge generation
- Intelligent search & recommendations
- Exposure to AI Agents / autonomous workflows in ServiceNow
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.
Preferred Certifications
- 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.
XO Health is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. XO Health promotes a drug-free workplace.
