ServiceNow Engineer II

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September 20

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XO Health Inc.

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Healthcare Insurance • SaaS • B2B

XO Health Inc. is a company that provides comprehensive, tech-enabled health benefit solutions specifically designed for the self-insured market. Their services cater to self-insured employers, brokers and consultants, and third-party administrators, aiming to unify the healthcare experience. XO Health offers a value-based provider network, member advocacy and care navigation, integrated medical and pharmacy plans, and employer stop-loss coverage. Their solutions are focused on balancing cost and quality, providing flexible and tailored healthcare solutions for employers.

11 - 50 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

📋 Description

• 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 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. • 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. • 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). • Leverage Flow Designer and ServiceNow Orchestration to automate end-to-end processes (case routing, entitlement checks, document generation, notifications). • Implement application lifecycle management using Git, Jenkins/Azure DevOps, and ServiceNow Update Sets; assist in authoring Infrastructure as Code for dev/test environments. • Write Automated Test Framework (ATF) tests and coordinate UAT with business and QA teams; conduct performance and load testing. • 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, tuning, and applying patches/upgrades. • Work closely with the Architect, business analysts, QA engineers, and stakeholders; produce technical documentation and train support teams/end-users.

🎯 Requirements

• 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. • Proficient in JavaScript (server & client), HTML, CSS, and AngularJS/Foundation (for legacy portals). • Skilled with ServiceNow APIs, Integration Hub, and MID Server. • Hands-on with REST/SOAP integrations, sFTP, and event-driven architectures (EventBridge, Kafka). • Familiarity with AWS services (S3, Lambda, API Gateway) and Microsoft Graph API. • Knowledge of CI/CD pipelines (Git, Jenkins, Azure DevOps) and Automated Test Framework (ATF). • Experience with test-driven development and performance/load testing. • Understanding of health insurance processes (claims, enrollment, utilization management). • Familiarity with HIPAA, HL7, ACA, and other regulatory frameworks. • 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: AWS Certified Developer / Solutions Architect; CHPS, CHAM; Jenkins Engineer, Azure DevOps Engineer.

🏖️ Benefits

• Full compensation packages are based on candidate experience and relevant certifications.