Senior Lead Product Manager, ITSM & ServiceNow (Remote)

Humana; Fort Lauderdale (FL); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) retirement plan

Paid time off and holidays

Parental and caregiver leave

Job summary

Humana is seeking a senior product owner for the Service Operations portfolio, combining strategic leadership with hands-on product ownership to reduce incidents, accelerate resolution, and improve knowledge adoption across platforms.

You'll drive discovery to enterprise launches, define requirements, write user stories, and guide delivery with engineering, operations, and business stakeholders, while leveraging generative and agentic AI responsibly.

Qualifications

• Bachelor's degree in IT, CS, Engineering, Business Administration, MIS, or related field.
• 8+ years in product management, ITSM product ownership, or enterprise IT leadership.
• Experience as Product Owner/PM with roadmaps, backlog, user stories, and feature delivery.
• Deep ServiceNow expertise including platform strategy, integrations, upgrades, and lifecycle management.
• Experience influencing senior stakeholders and leading cross-functional teams in a matrixed org.

Responsibilities

• Own the Service Operations product portfolio including Incident, Major Incident, Problem, and Knowledge Management.
• Drive ServiceNow platform enhancements, integrations, upgrades, and capabilities.
• Lead backlog and feature definition, including writing user stories and acceptance criteria.
• Align product with business priorities, risks, feasibility, and OKRs.
• Evaluate generative and agentic AI, automation, and intelligent workflows to improve efficiency and incident response.
• Partner with engineering, operations, security, risk, audit, and stakeholders to translate needs into scalable processes.

Skills

Product management

Product Owner / Product Manager

ServiceNow

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree in IT/CS/Engineering/Business/MIS

Tools

ServiceNow

Job description

Humana is seeking a senior product owner for the Service Operations portfolio, combining strategic leadership with hands-on product ownership to reduce incidents, accelerate resolution, and improve knowledge adoption across platforms.

You'll drive discovery to enterprise launches, define requirements, write user stories, and guide delivery with engineering, operations, and business stakeholders, while leveraging generative and agentic AI responsibly.