XO Health Inc.

ServiceNow

• 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.

ServiceNow Engineer II