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.