Principal Software Engineer - ITSM Process Automation & AI

Join Our Caring Community

This role will play a key role in the transformation of IT Service Management (ITSM) and Technology Lifecycle Management (TLM) operations by leveraging automation, AI, and platform integration. The engineer will eliminate manual processes, simplify and automate complex workflows, improve data quality, and enable intelligent decision-making across the enterprise.

Key Responsibilities

• Automation of ITSM & Lifecycle Workflows
• Automate asset and lifecycle management processes including end-of-life tracking, refresh orchestration, and compliance monitoring.
• Rapidly develop AI skills and automation patterns necessary to model optimal paths for EOL work orchestration and completion. This includes building a catalog of repeatable skills for activities such as code-based updates (.net / java version updates) and server and O/S migrations.
• Design and implement automation across incident, problem, and change management workflows.
• Build end-to-end workflows that connect trigger, decision, and execution points to reduce manual effort and cycle time.
• AI Enablement
• Integrate AI into operational workflows to improve incident triage, routing, root cause summarization, change risk prediction, and lifecycle risk modeling.
• Leverage enterprise AI capabilities such as Claude Code, Azure AI/OpenAI, Gemini and internal AI platforms where applicable.
• Platform & Data Integration
• Integrate and optimize ServiceNow, LeanIX, Apptio, CMDB, and related enterprise platforms.
• Ensure clean, automated data flow across systems to improve interoperability, reduce duplicate entry, and strengthen decision support.
• Observability & Insights
• Build dashboards and insights for lifecycle risk, incident patterns, root cause trends, and change success/failure rates.
• Enable real-time operational visibility to support better prioritization and faster action.

Expected Outcomes

• Establish a scalable catalog of reusable AI-driven automation capabilities that application and technology teams leverage annually to plan, orchestrate, and execute EOL lifecycle activities with minimal manual effort.
• Accelerate EOL lifecycle execution through AI-enabled orchestration, simplifying complex, cross-team workflows and reducing time to remediate unsupported technologies across the enterprise.
• Develop standardized automation patterns and playbooks that group and sequence logical EOL activities (e.g., discovery, impact analysis, remediation planning, execution), eliminating redundant effort and driving consistency.
• Enable intelligent, application and technology-centric EOL planning, delivering clear visualization, inventory, and AI-recommended action plans for each application or technology to streamline decision-making and execution.
• Drive rapid adoption of AI skills and tooling across ITSM and TLM teams, embedding AI into day-to-day operations to continuously optimize lifecycle management, reduce waste, and improve throughput.
• Improve enterprise visibility into EOL risk and progress through automated insights, enabling proactive planning, faster execution, and measurable reduction in lifecycle-related risk exposure.

Required Qualifications

• Bachelor's degree or equivalent work experience.
• 10 or more years of engineering experience with automation, integration, or software/platform engineering.
• Experience with AI tools including Azure, Claude Code, OpenAI.
• Demonstrated experience simplifying complex operational processes through software engineering and workflow automation.
• Strong experience with APIs, scripting, and software development using technologies such as Python and/or JavaScript.
• Experience with ServiceNow development, configuration, integration, or workflow automation.
• Experience with cloud technologies and modern automation frameworks, with Azure preferred.
• Strong communication, systems thinking, and the ability to collaborate effectively across organizational boundaries.
• Passion for automation, simplification, and improving how work gets done across enterprise IT operations.

Preferred Qualifications

• Experience applying AI to IT operations, workflow orchestration, or enterprise service management.
• Knowledge of ITSM disciplines including incident, problem, and change management.
• Knowledge of CMDB, asset management, and technology lifecycle management practices.
• Experience integrating enterprise platforms such as ServiceNow, LeanIX, Apptio, and related data/reporting tools.
• Strong data mindset with experience using metrics to improve quality, automation outcomes, and operational performance.

Additional Information

Work-At-Home Requirements

• WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
• A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
• Satellite and Wireless Internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours: 40

Pay Range: $156,600 - $215,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits: Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.