Senior Product Leader: ITSM & ServiceNow Innovator

Humana

Dallas (TX)

Remote

USD 126,000 - 174,000

Full time

29 hours ago

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Job summary

Humana is seeking a senior Product Owner/Manager to lead the Service Operations portfolio. You will own incident and knowledge management capabilities, drive ServiceNow enhancements, and partner with engineering and security to deliver enterprise-scale ITSM solutions.

The role emphasizes data-driven decisions, cross-functional leadership, and AI-enabled service optimization. remote opportunity with travel as needed, and a strong track record in enterprise IT platforms is essential for success in

Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, MIS or related field.
12+ years in product management, ITSM or enterprise IT leadership.
Proven experience as Product Owner/Manager with roadmap and backlog ownership.
Deep ServiceNow product experience including integrations and lifecycle management.
Experience leading incidents, problem, or knowledge management products.
Influences senior stakeholders and cross-functional teams without direct authority.

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 and feature definitions, including user stories and acceptance criteria.
Align product with priorities, risks, feasibility, and OKRs.
Evaluate generative/agentic AI, automation, and intelligent workflows.
Translate operational needs into scalable processes and platform capabilities.
Establish success metrics for incident reduction, resolution, and knowledge adoption.
Guide products from discovery to enterprise launch and lifecycle.
Influence senior stakeholders with data-driven narratives and outcomes.