Senior ServiceNow Consultant / Developer, CSM

Requisition Number: 2328137
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
The Senior ServiceNow Consultant / Developer will design, build, and enhance applications across CSM, ITSM, SPM (strategic portfolio management), HRSD experience and certification. The role involves workflow automation, integrations, UI development, and platform optimization, working closely with cross-functional teams in an Agile environment. The ideal candidate brings deep technical expertise, strong ITIL/ITSM understanding, and a track record of delivering scalable ServiceNow solutions.
Primary Responsibilities:

• Develop and customize ServiceNow applications across CSM, ITSM, SPM, SecOps
• Build workflows for requests, incidents, problems, and change management using Flow Designer and custom logic
• Configure out-of-the-box workflows and design custom automation solutions
• Develop integrations with CMDB and third-party systems using REST/SOAP APIs
• Build and enhance Service Portal and UI Builder components
• Write and maintain Script Includes, Business Rules, Glide API scripts (CRUD operations)
• Troubleshoot issues, optimize performance, and support platform enhancements
• Participate in Agile ceremonies, design discussions, and stakeholder reviews
• Develop UAT scripts and support functional validations
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• ServiceNow CSA certification or Certification in CSM
• 7+ years of experience as a ServiceNow Developer or Administrator, mainely CSM module
• Hands-on experience in Agile/Scrum teams
• Solid knowledge of ITSM processes and ITIL best practices
• Solid understanding of ServiceNow solution architecture and coding standards
• Solid proficiency in JavaScript, HTML, CSS, and relational databases (Oracle, MySQL, MS SQL)
• Expertise in:
  • Glide APIs, Script Includes, Business Rules
  • Flow Designer & workflow automation
  • REST API integrations
  • CSM, ITSM modules (good to have), Service Portal, UI Builder
  • CMDB data model and configuration

Preferred Qualifications:

• CAD (Certified Application Developer) Certification
• Solution Architect, and/ or Developer: Experience as a Product Owner, Configuration Consultant

Soft Skills

• Proven solid analytical and problem-solving skills
• Proven excellent communication and stakeholder engagement
• Proven ability to work independently and mentor junior team members
• Proven detail-oriented with a focus on delivery quality

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.