AI Support Transformation Leader - ServiceNow

Altera Digital Health Inc.; United States; Remote; USD 130,000 - 150,000; Full time

Job summary

Altera Digital Health is seeking a transformative leader to serve as our Director of AI Support Transformation & ServiceNow, guiding the enterprise-wide evolution of our support operations with AI, automation, and the full power of the ServiceNow platform.

Your mission is to redesign how we deliver support, creating measurable improvements in case resolution, customer experience, and operational efficiency.

Qualifications

• Experience leading large-scale service management or transformation programs.
• Guiding an enterprise platform roadmap, governance, and adoption.
• Strong understanding of support workflows, case management, and knowledge management.
• Proven ability to lead technical and operational teams.
• Ability to influence across decentralized business units and drive measurable outcomes.
• Strategic mindset to translate broad objectives into concrete results.
• Direct experience with ServiceNow platform components (Now Assist, Virtual Agent, AI Search) is preferred.
• Background in healthcare technology or regulated enterprise software is a plus.
• Experience managing vendors, budgets, and cross-functional governance.

Responsibilities

• Develop and execute the enterprise roadmap for AI-assisted and automated customer support.
• Guide the ServiceNow platform strategy, overseeing operations, upgrades, integrations, and reporting.
• Partner with leaders to translate challenges into scalable platform solutions.
• Redesign support workflows to incorporate AI for triage, knowledge retrieval, and resolution recommendations.
• Champion adoption of new tools and processes with focus on measurable outcomes.
• Establish governance and quality standards for the knowledge base to link data across cases and articles.

Skills

Leadership of large-scale programs

Enterprise platform governance

Support workflows

Knowledge management

Team leadership

Cross-functional collaboration

Strategic thinking

Tools

ServiceNow

Now Assist

Virtual Agent

AI Search

Job description

Altera Digital Health is seeking a transformative leader to serve as our Director of AI Support Transformation & ServiceNow, guiding the enterprise-wide evolution of our support operations with AI, automation, and the full power of the ServiceNow platform.

Your mission is to redesign how we deliver support, creating measurable improvements in case resolution, customer experience, and operational efficiency.