ServiceNow Architect

ServiceNow Architect - India (Remote)

Position Overview

We are seeking an experienced ServiceNow Architect to lead the design and implementation of a comprehensive ServiceNow CRM and Healthcare and Life Sciences (HCLS) platform that will serve as the foundational system for our health insurance operations. This role will architect and build from the ground up a mission-critical platform supporting customer relations, case management, utilization management, and core healthcare insurance functions.  This is a remote job for candidates based in India.

Key Responsibilities

Platform Architecture & Design

• Design end-to-end ServiceNow architecture integrating CRM and HCLS modules to support healthcare insurance operations with enterprise-grade scalability and resilience
• Architect comprehensive integration framework connecting ServiceNow with AWS Data Lake, Microsoft Office 365/SharePoint, and diverse data sources via API and sFTP protocols
• Develop scalable, cloud-native architecture designed to accommodate rapid organizational growth and increasing data volumes
• Create resilient, fault-tolerant system design with disaster recovery capabilities and multi-environment deployment strategies
• Define enterprise data models, automated workflow processes, and robust integration patterns supporting complex healthcare insurance business processes
• Establish performance benchmarks and scalability metrics to ensure platform can handle projected growth in users, transactions, and data volume

Implementation Leadership

• Lead ground-up implementation of ServiceNow CRM and HCLS modules tailored for health insurance operations
• Configure and customize ServiceNow applications for customer relationship management, member services, and provider relations
• Implement case management workflows for claims processing, member inquiries, grievances, and appeals
• Build utilization management capabilities including prior authorization workflows, medical necessity reviews, and care coordination processes

Technical Leadership & Scalability Planning

• Provide technical leadership and mentorship to development teams throughout implementation lifecycle
• Establish ServiceNow development standards, best practices, and governance frameworks with emphasis on scalable code architecture
• Lead system integration efforts with existing healthcare systems while planning for future growth and technology evolution
• Design and implement comprehensive performance optimization strategies including caching, load balancing, and database optimization
• Architect multi-tenant, horizontally scalable solutions that can accommodate rapid growth in users and transaction volume
• Oversee security hardening, compliance monitoring, and disaster recovery planning across all platform components
• Establish DevOps pipelines and infrastructure-as-code practices to support rapid, reliable deployments at scale

Healthcare Domain Expertise

• Design solutions supporting core insurance functions including member enrollment, benefits administration, claims adjudication, and provider network management with built-in scalability for membership growth
• Implement regulatory compliance workflows for healthcare insurance requirements (ERISA, CMS, etc.) that can adapt to changing regulatory landscapes
• Create member portal capabilities and self-service functionality designed to handle increasing user loads and feature expansion
• Build provider portal integration for claims submission, prior authorization requests, and administrative functions with capacity planning for network growth
• Architect data analytics and reporting capabilities leveraging AWS Data Lake integration for business intelligence and regulatory reporting at scale

Stakeholder Collaboration

• Partner with business stakeholders to translate complex requirements into technical solutions
• Collaborate with compliance, legal, and security teams to ensure regulatory adherence
• Work closely with IT leadership to align platform architecture with enterprise technology strategy
• Engage with third-party vendors and integration partners as needed

Qualifications

Technical Expertise

• 7+ years of ServiceNow platform experience with deep expertise in architecture and implementation of enterprise-scale solutions
• Proven experience with ServiceNow CRM and Healthcare and Life Sciences (HCLS) modules in high-volume, mission-critical environments
• Strong background in ServiceNow development including workflows, business rules, UI policies, client scripts, and large-scale integrations
• Extensive experience with ServiceNow integration technologies (REST/SOAP APIs, MID Server, Integration Hub) and external integration patterns
• Expert-level proficiency in cloud integration technologies, particularly AWS services (Data Lake, S3, Lambda, API Gateway, EventBridge)
• Deep experience with Microsoft Office 365/SharePoint integration, including Graph API, Power Platform, and document management workflows
• Strong background in API design, sFTP protocols, enterprise service bus (ESB) architectures, and microservices patterns
• Proficiency in JavaScript, HTML, CSS, web services technologies, and infrastructure-as-code tools (Terraform, CloudFormation)

Healthcare Industry Experience

• 5+ years of experience in healthcare insurance, managed care, or healthcare technology preferred
• Deep understanding of health insurance operations including claims processing, utilization management, case management, and member services
• Knowledge of healthcare regulations and compliance requirements (HIPAA, HITECH, ACA, Medicare/Medicaid)
• Familiarity with healthcare data standards (HL7, X12 EDI) and interoperability requirements

Leadership & Communication

• Proven track record leading large-scale, multi-system technology implementations from conception to deployment in high-growth environments
• Strong project management skills with experience managing complex, multi-phase initiatives with scalability and resilience requirements
• Experience architecting solutions that have successfully scaled 5x-10x in usage and data volume post-implementation
• Excellent communication skills with ability to translate technical concepts for business stakeholders and present scalability roadmaps to executive leadership
• Experience mentoring and developing technical teams while establishing scalable development practices and architectural standards

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications
• AWS certifications (Solutions Architect, Data Engineer) demonstrating cloud integration expertise
• Microsoft certifications related to Office 365, SharePoint, or Azure integration
• Healthcare industry certifications (CHPS, CHAM, or similar)
• Experience with ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) at enterprise scale
• Background with healthcare core administration systems, claims engines, or pharmacy benefit management platforms
• Experience with Agile/Scrum methodologies, DevOps practices, and continuous integration/deployment pipelines
• Demonstrated experience with performance testing, load testing, and capacity planning for enterprise applications