Director , Ai Support Transformation (ServiceNow)

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

Job summary

Altera Digital Health seeks a transformative leader to direct AI support transformation and ServiceNow initiatives. You will guide enterprise-wide support evolution, drive AI-enabled triage, knowledge management, and service metrics, while leading the ServiceNow team and execution roadmaps.

You will partner with executives to translate challenges into scalable, measurable platform solutions, ensuring governance, adoption, and value across the organization.

Qualifications

• Experience leading large service-management programs in an enterprise setting.
• Track record guiding enterprise platforms with governance, adoption, and roadmap.
• Proven ability to influence leaders across diverse business units.
• Strong leadership and team-building abilities in technical/operational teams.
• Strategic mindset with ability to translate broad goals into measurable outcomes.

Responsibilities

• Develop and execute enterprise roadmap for AI-assisted support and automation.
• Guide ServiceNow platform strategy, including operations, upgrades, integrations, and reporting.
• Partner with leaders to translate challenges into scalable platform solutions.
• Redesign support workflows to leverage AI for triage, knowledge retrieval, and resolution recommendations.
• Champion new tools/processes with a focus on measurable outcomes and governance.
• Maintain governance/quality standards for the support knowledge base linking cases, resolutions, and articles.

Skills

Large-scale service management

IT service delivery

Operational transformation

Leadership

Stakeholder management

Strategic planning

Tools

ServiceNow platform

Now Assist

Virtual Agent

AI Search

Job description

Overview

Altera Digital Health is seeking a transformative leader to serve as our Director of AI Support Transformation & ServiceNow. In this role, 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. You will lead an established ServiceNow team, guiding the strategy and roadmap to move our AI capabilities from concept to production. This is a key leadership role focused on driving meaningful change and delivering exceptional value to our clients and internal teams.

Key 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.

Qualifications

Required

• 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.

Preferred

• Direct leadership or implementation experience with the ServiceNow platform (especially Now Assist, Virtual Agent, AI Search).
• Experience designing AI-assisted or autonomous operational workflows.
• Background in healthcare technology, enterprise software, or another regulated industry.
• Experience managing vendors, platform budgets, and cross-functional governance.
• Familiarity with the privacy, security, and human-oversight requirements for production AI.

Working Arrangements

This is a remote position based in the US. The role requires work in a standard office environment or remotely during a standard work week, with occasional after-hours support as needed to meet business goals.

Travel

Up to 10% travel may be required.

Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.

Salary Range

$130,000-$150,000

Why Altera?

At Altera Digital Health, you will have the opportunity to profoundly impact the lives of patients by empowering healthcare providers to deliver superior care. You will join a passionate and gifted team committed to innovation and excellence. We offer a competitive compensation and benefits package and the opportunity to work in a fast-paced and dynamic environment.