Director, AI-Driven ServiceNow & Support Transformation

Harris Computer; Vermont; Remote; USD 130,000 - 150,000; Full time

Job summary

Altera Digital Health is seeking a Director of AI Support Transformation & ServiceNow to lead enterprise-wide improvements in support operations through AI and automation. You will manage the ServiceNow team, shape the platform roadmap, and deliver measurable value across client and internal teams.

The role requires strategic leadership, governance, and cross-functional influence to move AI capabilities from concept to production, with remote work options in the United States.

Qualifications

• Demonstrated success leading large-scale service management, IT service delivery, or operational transformation programs.
• Experience guiding a major enterprise platform, including its roadmap, operations, governance, and adoption.
• A strong understanding of support workflows, case management, knowledge management, and service metrics.
• Proven ability to lead and inspire established technical and operational teams.
• Excellent ability to influence and collaborate with leaders across decentralized business units.
• A strategic mindset with the ability to turn broad objectives into measurable outcomes.

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 to ensure stability and business value.
• Partner with leaders across the company to translate their biggest challenges into shared, scalable solutions on the platform.
• Redesign support workflows to incorporate AI for triage, knowledge retrieval, and resolution recommendations.
• Champion the adoption of new tools and processes, ensuring the team is focused on measurable outcomes, not just feature deployment.
• Establish strong governance and quality standards for our support knowledge base to improve data linkage between cases, resolutions, and knowledge articles.

Skills

Leadership

ServiceNow Platform

AI in support

Change management

Stakeholder influence

Job description

Altera Digital Health is seeking a Director of AI Support Transformation & ServiceNow to lead enterprise-wide improvements in support operations through AI and automation. You will manage the ServiceNow team, shape the platform roadmap, and deliver measurable value across client and internal teams.

The role requires strategic leadership, governance, and cross-functional influence to move AI capabilities from concept to production, with remote work options in the United States.