Remote AI Support Transformation Director (ServiceNow)

Harris Computer; New Jersey; Remote; 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 the ServiceNow platform.

You will redesign how we deliver support, drive measurable improvements in case resolution and customer experience, and lead a ServiceNow team from strategy to production, delivering value to clients and internal teams.

Qualifications

• Demonstrated success leading large-scale service management or IT service delivery programs.
• Experience guiding enterprise platform roadmaps, governance, and adoption.
• Strong understanding of service metrics, knowledge management, and case workflows.
• 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.
• Partner with leaders across the company 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, focusing on measurable outcomes.

Skills

Leadership

Strategy

Cross-functional collaboration

Change management

People management

Tools

ServiceNow

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 the ServiceNow platform.

You will redesign how we deliver support, drive measurable improvements in case resolution and customer experience, and lead a ServiceNow team from strategy to production, delivering value to clients and internal teams.