Remote Senior Product Lead — ITSM & ServiceNow
Humana, Inc.
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Benefits offered by this job
Job summary
Humana, Inc. is seeking an experienced Product Leader to own the Service Operations portfolio, including Incident, Major Incident, Problem, and Knowledge Management on the ServiceNow platform.
You will guide requirements, backlogs, and cross‑functional delivery, driving AI-enabled improvements for faster resolutions and knowledge utilization. The role emphasizes strategic product ownership, collaboration with engineering and operations, and the ability to translate business needs into scalable
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration or related field.
- 12+ years in product management, ITSM product ownership, or enterprise IT leadership.
- Experience as Product Owner/Manager with strategy, roadmap, backlog ownership, and feature delivery.
- Deep ServiceNow product experience including platform strategy, workflow design, integrations, upgrades.
- Experience leading incidents management or knowledge management products.
Responsibilities
- Own the Service Operations product portfolio across incident, major incident, problem, and knowledge management.
- Drive ServiceNow platform enhancements, integrations, upgrades, and capabilities.
- Lead backlog definition, write user stories, acceptance criteria, and align with OKRs.
- Evaluate generative/agentic AI and automation to improve efficiency and resolution.
- Collaborate with engineering, security, risk, audit and business stakeholders.
- Establish success metrics for incident reduction, knowledge adoption, and automation impact.
- Lead from discovery through MVP to enterprise launch and lifecycle management.
- Influence senior stakeholders with clear narratives and data-driven recommendations.
Skills
Education
Tools
Job description
Humana, Inc. is seeking an experienced Product Leader to own the Service Operations portfolio, including Incident, Major Incident, Problem, and Knowledge Management on the ServiceNow platform.
You will guide requirements, backlogs, and cross‑functional delivery, driving AI-enabled improvements for faster resolutions and knowledge utilization. The role emphasizes strategic product ownership, collaboration with engineering and operations, and the ability to translate business needs into scalable
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