Director, AI-Driven Support Transformation on ServiceNow

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

Job summary

Altera Digital Health is seeking a transformative leader to serve as Director of AI Support Transformation & ServiceNow. You will guide the enterprise-wide evolution of our support operations by leveraging 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.
• Experience guiding a major enterprise platform, including roadmaps and governance.
• Strong understanding of support workflows, case mgmt, knowledge mgmt, and service metrics.
• Proven ability to lead and inspire established technical and operational teams.
• Ability to influence leaders across decentralized business units.
• Strategic mindset to translate 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.
• 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 improve data linkage.

Skills

Service management leadership

Platform governance

Team leadership

Stakeholder influence

Strategic thinking

Job description

Altera Digital Health is seeking a transformative leader to serve as Director of AI Support Transformation & ServiceNow. You will guide the enterprise-wide evolution of our support operations by leveraging 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.