Director, AI-Driven Support Transformation & ServiceNow

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

Job summary

Altera Digital Health is seeking a transformational leader to serve as Director of AI Support Transformation & ServiceNow. You will guide enterprise-wide evolution of our support operations by leveraging AI, automation, and the ServiceNow platform to deliver measurable improvements in case resolution and customer experience.

This remote US-based role leads an established ServiceNow team, shaping strategy, governance, and adoption across business units, with up to 10% travel and a salary range of

Qualifications

• Proven success leading large-scale service management or transformation programs.
• Experience guiding an enterprise platform roadmap and governance.
• Strong knowledge of support workflows, case management, and metrics.
• Ability to influence leaders across decentralized business units.

Responsibilities

• Develop enterprise roadmap for AI-assisted and automated customer support.
• Oversee ServiceNow platform strategy, updates, integrations, and reporting.
• Partner with leaders to translate challenges into scalable platform solutions.
• Redesign workflows to incorporate AI triage, knowledge retrieval, and resolutions.
• Champion adoption of new tools and processes with measurable outcomes.
• Establish governance and quality standards for the knowledge base.

Skills

ServiceNow platform

Leadership

Governance

Vendor management

Job description

Altera Digital Health is seeking a transformational leader to serve as Director of AI Support Transformation & ServiceNow. You will guide enterprise-wide evolution of our support operations by leveraging AI, automation, and the ServiceNow platform to deliver measurable improvements in case resolution and customer experience.

This remote US-based role leads an established ServiceNow team, shaping strategy, governance, and adoption across business units, with up to 10% travel and a salary range of