• Lead platform modernization initiatives, reduce technical debt, review custom solutions, and define reusable platform capabilities • Own the design and migration strategy from Guided Decision Trees (GDT) to ServiceNow Playbooks, providing governance and technical leadership • Hands-on technical lead responsible for Playbook and GDT development, implementation guidance, and issue resolution • Drive innovation across the ServiceNow platform, identify new opportunities, develop proof-of-concepts, and showcase business value • Provide architecture leadership across CMDB and ITOM domains, ensuring solution alignment, governance, and successful delivery

Role Description 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 - 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 - 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. - 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 - 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. - 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. - Familiarity with AWS services (S3, Lambda, API Gateway) and Microsoft Graph API. - Knowledge of CI/CD pipelines (Git, Jenkins, Azure DevOps) and ATF. - Experience with test-driven development and performance testing. - 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. Compensation Full compensation packages are based on candidate experience and relevant certifications. ₹3,000,000 — ₹3,500,000 INR Company Description XO Health is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. XO Health promotes a drug-free workplace.

• Lead a team to build, deliver, and manage SaaS environment for ServiceNow FSM capabilities • Manage the total work effort, planning and scheduling, resource management, transition planning, reporting, deliverables preparation, quality assurance and metrics, customer relationship management, and strategic business planning • Analyzes new and complex project related problems and creates innovative solutions involving finance, scheduling, technology, methodology, tools, and solution components • Performs day-to-day management of overall project/contract support operations, possibly involving multiple tasks and groups of personnel at multiple locations • Organizes, directs, and coordinates the planning and production of all activities associated with assigned project • Assumes responsibility for project results • Works with project sponsor and stakeholders to complete project charter outlining scope, goals, deliverables, required resources, budget, and timing • Completes work breakdown structure to estimate effort required for each task • Provides a project schedule to identify when each task will be completed • Communicates clearly expectations to team members and stakeholders • Ensure that the program is delivered on time, within budget, and to the required quality standards • Build and maintain strong relationships with DoD and other stakeholders • Mediates between stakeholders and team members • Identify and mitigate risks and issues that may impact the program's success • Resolves issues and solves problems throughout project life-cycle • Manages project scope by ensuring changes to scope are documented and approved • Tracks and reports on project milestones and provides status reports when requested • Leads, coaches, and motivates team members • Makes decisions and recommendations based on the business need for each project, and makes ongoing decisions based on what’s best for the organization • Monitor and report on the program's progress to key stakeholders • Drive business growth by identifying opportunities to expand our offerings, improving our service delivery, and fostering a culture of innovation within the team • Ensure compliance with all relevant policies, procedures, and regulations

• responsible for designing, implementing, maintaining, and improving CMDB, HAM, and SAM capabilities within the ServiceNow platform. • ensures the accuracy, integrity, and operational value of configuration and asset data across the enterprise. • supports governance, automation, discovery, and lifecycle management initiatives. • partners closely with infrastructure, cloud, security, procurement, and platform teams. • supports alignment with the ServiceNow Common Service Data Model (CSDM) to enable standardized service-aware operations.