Head of AI-Driven Support Transformation on ServiceNow

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

Job summary

Altera Digital Health is seeking a Director of AI Support Transformation & ServiceNow to lead enterprise-wide evolution of support operations using AI, automation, and ServiceNow. You will guide a ServiceNow team, shaping strategy and roadmap to move AI from concept to production, with focus on measurable improvements in resolution, customer experience, and efficiency.

The role is remote within the United States, requiring collaboration with leaders across the company to drive scalable,

Qualifications

• Proven success leading large-scale service management or IT transformation programs.
• Experience guiding a major enterprise platform roadmap, governance, and adoption.

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 scalable platform solutions.
• 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 support knowledge base.

Skills

Leadership

Strategic planning

AI strategy

ServiceNow

Governance

Cross-functional collaboration

Job description

Altera Digital Health is seeking a Director of AI Support Transformation & ServiceNow to lead enterprise-wide evolution of support operations using AI, automation, and ServiceNow. You will guide a ServiceNow team, shaping strategy and roadmap to move AI from concept to production, with focus on measurable improvements in resolution, customer experience, and efficiency.

The role is remote within the United States, requiring collaboration with leaders across the company to drive scalable,