Senior ServiceNow Product Lead for ITSM & AI Ops

Humana; Boston (MA); Remote; USD 126,000 - 174,000; Full time

Job summary

Humana is seeking a results-oriented Product Owner to lead the Service Operations portfolio with a strong emphasis on ServiceNow. This remote role partners with engineering, operations, and business stakeholders to design solutions, write user stories, and guide delivery across multiple products and platforms.

You will drive AI-enabled workflows, align backlogs with strategic OKRs, and measure success through incident reduction, faster resolutions, and improved knowledge self-service.

Qualifications

• Bachelor’s degree in IT, CS, engineering, business, MIS, or a related field.
• 8+ years of product management, technical PM, ITSM ownership, or enterprise IT platform leadership.
• Experience as Product Owner/Manager responsible for strategy, roadmap, backlog, requirements, user stories, and delivery.
• Deep ServiceNow product experience including platform strategy, workflow design, integrations, upgrades, and lifecycle management.
• Experience leading incidents, problem, or knowledge management in ITSM.
• Ability to influence senior stakeholders and lead cross-functional teams in a matrixed organization.

Responsibilities

• Own the Service Operations product portfolio spanning Incident Management, Major Incident Management, Problem Management, and Knowledge Management, ensuring alignment across teams, capabilities, and platform investments.
• Drive ServiceNow platform enhancements, integrations, upgrades, and product capabilities across the Service Operations portfolio.
• Lead backlog and feature definition, including writing user stories, acceptance criteria, process requirements, and business outcomes for engineering and platform teams.
• Align product with business priorities, user needs, operational risks, technical feasibility, and organizational OKRs.
• Evaluate and enable generative AI, agentic AI, automation, virtual agents, and intelligent workflows that improve operational efficiency and accelerate incident response and resolution.
• Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational needs into scalable processes and platform capabilities.
• Establish success measures and reporting for incident reduction, resolution performance, repeat incident prevention, knowledge effectiveness, self-service adoption, automation, and overall product value.
• Lead products from discovery and MVP development through enterprise launch, adoption, optimization, and lifecycle management.
• Influence senior stakeholders and cross-functional teams through clear product narratives, data-driven recommendations, and measurable business outcomes.

Skills

Product management experience

Stakeholder influence

Backlog prioritization

Education

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

Tools

ServiceNow

Job description

Humana is seeking a results-oriented Product Owner to lead the Service Operations portfolio with a strong emphasis on ServiceNow. This remote role partners with engineering, operations, and business stakeholders to design solutions, write user stories, and guide delivery across multiple products and platforms.

You will drive AI-enabled workflows, align backlogs with strategic OKRs, and measure success through incident reduction, faster resolutions, and improved knowledge self-service.