Director of AI-Powered Support Transformation (ServiceNow)

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

Job summary

Altera Digital Health seeks a Director of AI Support Transformation & ServiceNow to redefine enterprise support operations using AI, automation, and ServiceNow. You will lead a dedicated team, shaping strategy and delivering measurable improvements in case resolution, customer experience, and efficiency.

The role focuses on turning strategic objectives into scalable, measurable outcomes while partnering with leaders across the company to drive adoption and value.

Qualifications

• Experience leading large-scale service management, IT service delivery, or transformational programs.
• Experience guiding a major enterprise platform, including 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.
• Excellent ability to influence and collaborate with leaders across decentralized business units.
• Preferred: direct leadership or implementation with ServiceNow Now Assist, Virtual Agent, AI Search.

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 shared scalable solutions on the platform.
• Redesign support workflows to incorporate AI for triage, knowledge retrieval, and resolution recommendations.
• Champion adoption of new tools and processes with measurable outcomes.
• Establish governance and quality standards for the knowledge base.

Skills

Leadership

Strategic thinking

Stakeholder management

Process improvement

Cross-functional collaboration

Influencing across leaders

Tools

ServiceNow

Now Assist

Virtual Agent

AI Search

Job description

Altera Digital Health seeks a Director of AI Support Transformation & ServiceNow to redefine enterprise support operations using AI, automation, and ServiceNow. You will lead a dedicated team, shaping strategy and delivering measurable improvements in case resolution, customer experience, and efficiency.

The role focuses on turning strategic objectives into scalable, measurable outcomes while partnering with leaders across the company to drive adoption and value.