ServiceNow Engineer
XO Health believes healthcare is fixable. XO Health is the first health plan designed by and for self-insured employers, delivering a unified health experience for members, providers, and payers. The company is building a multi-disciplinary team focused on transforming healthcare operations.
About the Role
We are seeking a hands-on ServiceNow Engineer to work with our ServiceNow Architect to build and deploy a scalable, enterprise-grade platform tailored to healthcare insurance operations. You will configure, develop, test, and deploy ServiceNow Customer Service Management (CSM) and Healthcare & Life Sciences (HCLS) modules to support customer service, case management, utilization management, and core insurance workflows.
Key Responsibilities
Implementation & Configuration
- 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.
- Build case management flows for claims intake, adjudication, grievances, and appeals using CSM case stages, SLAs, and assignment rules.
- Develop utilization management processes: prior authorization requests, medical necessity reviews, and care coordination tasks.
- Create and enhance Customer Service Portal and Member/Provider portals using Service Portal Designer and UI Builder; implement client scripts, UI policies, and UI actions.
Integrations & Automations
- 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).
- Use Flow Designer and ServiceNow Orchestration to automate end-to-end processes such as case routing, entitlement checks, document generation, and notifications.
- Implement application lifecycle management using Git, Jenkins or Azure DevOps, and ServiceNow Update Sets; assist with Infrastructure as Code (Terraform/CloudFormation) for dev/test environments.
Testing, Deployment & Support
- Write Automated Test Framework (ATF) tests and coordinate UAT with business and QA teams.
- Conduct performance and load testing; troubleshoot and optimize bottlenecks.
- Manage deployments across Dev → QA → Prod using change management best practices; package update sets and scoped apps.
- Provide Tier-2/3 production support: incident triage, root cause analysis, system maintenance, monitoring, and platform tuning.
Collaboration & Documentation
- Work closely with the Architect, business analysts, QA engineers, and stakeholders to translate needs into technical deliverables.
- Produce technical documentation: design specs, runbooks, integration guides, and knowledge base articles; train support teams and end-users.
Qualifications
Technical Skills
- 3+ years in ServiceNow development/implementation, with a focus on CSM and HCLS modules.
- Experience with scoped apps, Update Sets, Flow Designer, Service Portal, and UI Builder.
- Proficient in JavaScript (server & client), HTML, CSS, and AngularJS/Foundation for legacy portals.
- Skilled with ServiceNow APIs, Integration Hub, MID Server, REST/SOAP, sFTP, and event-driven architectures.
- Familiarity with AWS (S3, Lambda, API Gateway) and Microsoft Graph API.
- Knowledge of CI/CD (Git, Jenkins, Azure DevOps) and ATF; experience with test-driven development and performance testing.
- Understanding of health insurance processes (claims, enrollment, utilization management) and regulatory frameworks (HIPAA, HL7, ACA).
AI/GenAI (Bonus)
- Experience with ServiceNow Now Assist (Generative AI), NLP/ML concepts, chatbots for fulfiller roles, AI-powered ticket summarization, knowledge generation, intelligent search & recommendations, and AI Agents/autonomous workflows in ServiceNow.
Soft Skills & Certifications
- Strong problem-solving mindset, attention to detail, and excellent verbal and written communication.
- Comfortable working in Agile/Scrum environments and collaborating cross-functionally.
- Preferred certifications: ServiceNow CSA and CIS (CSM/HCLS), AWS Developer/Solutions Architect, healthcare certifications (CHPS/CHAM), DevOps certifications (Jenkins/Azure DevOps).
Compensation & Equal Opportunity
Full compensation packages are based on candidate experience and relevant certifications.
XO Health is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to protected characteristics.
How to Apply
To apply for this role, click the Apply button on the job page and complete the online application form hosted on Greenhouse. You will be asked to provide your contact details and upload a resume/CV.
Application Details
Accepted resume/CV file types: pdf, doc, docx, txt, rtf. You may attach a file, use Dropbox or Google Drive, or enter details manually in the application form. Fill in required fields and submit your application via the Greenhouse form on the job posting.