ServiceNow Engineer II

ServiceNow Engineer II - India (Remote)

About the Role:

We are looking for a hands-on ServiceNow Engineer II 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
  • 5 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.

Required Certifications

• ServiceNow: Certified System Administrator (CSA) & Certified Implementation Specialist – CSM/HCLS.

Preferred Certifications

• Cloud: AWS Certified Developer / Solutions Architect.
• Healthcare: CHPS, CHAM, or similar.
• DevOps: Jenkins Engineer, Azure DevOps Engineer.