[Remote] Principal Software Engineer - ITSM Process Automation & AI

Note: The job is a remote job and is open to candidates in USA. Humana Inc. is a leading U.S. healthcare company focused on improving the health and well-being of the millions they serve. They are seeking a Principal Software Engineer to transform IT Service Management and Technology Lifecycle Management operations through automation and AI integration, aiming to enhance operational workflows and decision-making processes across the enterprise.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 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
• 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

Benefits

• This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
• 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
• Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

Company Overview

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