ServiceNow Engineer

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 

• javajavascriptrustawsazureaidevopsdataanalyticsproduct