Principal Software Engineer – ITSM Process Automation & AI

Humana • Louisville, KY

5d • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

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.

Benefits

• medical
• dental
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: Associate degree