Architect - Servicenow, CSM

Caring. Connecting. Growing Together.

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.

Primary Responsibilities:

CSM Architecture & Solution Design

• Own end-to-end architecture of CSM modules including Case, Accounts/Contacts, Entitlements, Omni-Channel, Playbooks, Knowledge, and SLAs
• Design high-performing case lifecycle, interaction flows, and multi-channel engagement patterns
• Architect advanced CSM features such as:
• Customer portals
• Configurable Workspaces
• Advanced Work Assignment (AWA)
• Skills-based routing
• Process Automation
• Customer Contracts & Entitlements
• External user workflows
• Establish CSM design standards, reusable patterns, and best practices
• AI implementation for end user in case management

User Externalization (Deep Expertise Required)

• Architect external user management end-to-end for customers, partners, volunteers, distributors, or third-party users accessing CSM capabilities
• Define and implement User Externalization models, including:
• Customer (consumer) user model
• Partner & vendor user model
• B2B account/contact hierarchy
• Multi-account, multi-contact access structures
• Portal & workspace entitlements
• Design role-based access controls for external users:
• CSM roles (sn_customerservice.*)
• Case-specific access management
• Data separation and domain-separation patterns
• Ensure secure authentication for external users:
• SSO, SAML, OAuth, MFA
• Federated identity solutions
• Architect data visibility rules for external users including:
• Case visibility constraints
• Company/account scoping
• Contact-based restrictions
• Implement external user onboarding and lifecycle automation using Workflow/Flow Designer
• Ensure compliance with privacy/security (HIPAA, GDPR, PII) when exposing data externally

Integration & Platform Engineering

• Lead API-based integrations with CRM, ERP, ESB/Mulesoft, telephony, and data platforms
• Architect reusable patterns using REST, SOAP, IntegrationHub, Spokes, Webhooks, Event Framework
• Ensure performance optimization, error handling, API security, and throttling mechanisms
• Guide UI Builder/Workspace design for modern CSM experience

Governance, Compliance & Best Practices

• Establish coding standards, architecture guardrails, and platform governance frameworks
• Conduct design reviews, code reviews, and platform health checks
• Ensure compliance with security, audit, access control, HIPAA/PII standards
• Lead architecture board documentation and technical decision records

Leadership, Stakeholder Management & Delivery Oversight

• Serve as the technical authority for CSM across business and IT
• Partner with product owners, engineering teams, and enterprise architects
• Lead solution workshops, roadmap planning, technical assessments, and PoCs
• Mentor developers and uplift platform engineering capability
• Support release planning, performance testing, deployment

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:

• Bachelor's degree or equivalent experience
• Solid expertise in Glide API, Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions
• Mastery of Flow Designer, Workflow, Data Policies, Access Control Rules (ACLs)
• Proficiency in CMDB, Discovery, Service Mapping concepts (awareness for CSM dependencies)
• Advanced knowledge of UI Builder, Configurable Workspaces, and Portal design
• Understanding of Scoped Applications, App Engine Studio, table architecture
• Performance & Security
• Deep experience in performance optimization:
• Query tuning
• Table index strategies
• Avoiding long-running transactions
• Strong understanding of:
• Role-based access control (RBAC)
• Domain separation
• Data isolation
• Audit logging
• Integration Hub & APIs
• REST/SOAP APIs, scripted REST, Outbound integrations, OAuth2/JWT
• IntegrationHub spokes (MS Teams, Salesforce, Mulesoft, custom spokes)
• DevOps & Quality
• Familiarity with ATF, CI/CD pipelines, versioning strategy, and automated deployments
• Familiarity with test automation tools selenium, playright
• CSM-Specific Skills
• CSM data models (Account, Contacts, Case, Consumer, Partner)
• Interaction management and Omni-Channel
• Playbooks, decision trees, guided flows
• Skills & queue routing strategies
• Entitlements, SLAs, major issue management
• Partner Service Center and B2B2C models
• Knowledge-centered service (KCS)
• External user case visibility rules

Preferred Qualifications:

• Certifications
• CSA, CIS-CSM, CIS-ITSM, CAD
• ServiceNow Certified Technical Architect (CTA)
• ITIL v4 certification

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.