Director AI-Driven Support Transformation (ServiceNow)

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

Job summary

Altera Digital Health seeks a transformative leader to serve as Director of AI Support Transformation & ServiceNow. You will guide enterprise-wide support evolution using AI, automation, and the ServiceNow platform to deliver measurable improvements in case resolution and customer experience.

You will lead an established ServiceNow team, shaping strategy and roadmap to move AI capabilities from concept to production, driving value for clients and internal teams across the organization.

Qualifications

• Proven success leading large-scale service management or IT transformation programs.
• Experience guiding an enterprise platform roadmap, governance, and adoption.
• Strong understanding of support workflows, case management, knowledge management, and service metrics.
• Able to lead and inspire established technical and operational teams.
• Effectively influence and collaborate with leaders across business units.
• Strategic mindset with ability to translate objectives into measurable outcomes.

Responsibilities

• Develop and execute the enterprise roadmap for AI-assisted and automated customer support.
• Guide ServiceNow platform strategy, overseeing operations, upgrades, integrations, and reporting.
• Partner with leaders to translate challenges into scalable solutions on the platform.
• Redesign support workflows to incorporate AI for triage, 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 linking cases, resolutions, and articles.

Skills

Service Management

Platform Roadmap

Support Workflows

Team Leadership

Cross-Functional Influence

Strategic Thinking

Tools

ServiceNow Now Assist

Virtual Agent

AI Search

Job description

Altera Digital Health seeks a transformative leader to serve as Director of AI Support Transformation & ServiceNow. You will guide enterprise-wide support evolution using AI, automation, and the ServiceNow platform to deliver measurable improvements in case resolution and customer experience.

You will lead an established ServiceNow team, shaping strategy and roadmap to move AI capabilities from concept to production, driving value for clients and internal teams across the organization.