Director of AI-Driven Support Transformation & ServiceNow

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

Job summary

Altera Digital Health in the United States is seeking a transformative 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.

Your mission is to redesign how we deliver support, creating measurable improvements in case resolution, customer experience, and operational efficiency.

Qualifications

• Must have led large-scale service management or IT service delivery programs.
• Experience guiding a major enterprise platform’s roadmap, operations, governance, and adoption.
• Strong understanding of support workflows, case management, knowledge management, and service metrics.
• Proven ability to lead and inspire established technical and operational teams.

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

Large-scale service management

IT service delivery

Operational transformation

Strategic planning

Leadership of technical teams

Influence across business units

Tools

ServiceNow platform

Now Assist

Virtual Agent

AI Search

Job description

Altera Digital Health in the United States is seeking a transformative 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.

Your mission is to redesign how we deliver support, creating measurable improvements in case resolution, customer experience, and operational efficiency.