Director of AI Support Transformation on ServiceNow - Remote

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

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.