Senior ServiceNow Product Lead - ITSM & AI Operations

Humana; Louisville (KY); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Bonus incentive plan

Remote work flexibility

Job summary

Humana is seeking a Senior Product Manager to lead the Service Operations portfolio with hands-on ownership. You will identify opportunities, define requirements, write user stories, prioritize backlogs, and guide delivery across multiple products and cross-functional teams.

You will collaborate with engineering, operations, security, and risk to translate strategy into measurable outcomes, enable AI-enabled workflows, reduce incidents, and improve self-service adoption across Humana's platforms.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, MIS, or related field.
• 8+ years in product management, ITSM product ownership, or enterprise IT leadership.
• Experience as Product Owner/Manager for strategy, backlog, requirements, and delivery.
• Deep ServiceNow experience: platform strategy, workflows, integrations, upgrades, lifecycle.

Responsibilities

• Own the Service Operations product portfolio and ensure alignment across teams and platforms.
• Drive ServiceNow platform enhancements and integrations across the portfolio.
• Define backlog and features, write user stories and acceptance criteria, and align to business OKRs.
• Evaluate generative AI, automation, and intelligent workflows to improve efficiency and incident response.
• Partner with engineering, operations, security, risk, audit, and business stakeholders to translate needs into scalable capabilities.
• Establish success metrics and reporting for incident reduction and knowledge effectiveness.
• Lead products from discovery to enterprise launch and lifecycle management.

Skills

Product ownership

ITSM

Stakeholder management

User stories & acceptance criteria

Education

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

Tools

ServiceNow

Job description

Humana is seeking a Senior Product Manager to lead the Service Operations portfolio with hands-on ownership. You will identify opportunities, define requirements, write user stories, prioritize backlogs, and guide delivery across multiple products and cross-functional teams.

You will collaborate with engineering, operations, security, and risk to translate strategy into measurable outcomes, enable AI-enabled workflows, reduce incidents, and improve self-service adoption across Humana's platforms.