Remote Director: AI Support Transformation on ServiceNow

Altera Digital Health (India) LLP; United States; Remote; USD 130,000 - 150,000; Full time

Job summary

Altera Digital Health is seeking a transformative leader to serve as Director of AI Support Transformation & ServiceNow, guiding the enterprise-wide evolution of our support operations using AI, automation and the ServiceNow platform.

You will redesign workflows, drive measurable improvements in case resolution and customer experience, and lead the ServiceNow team from strategy to production, enabling scalable, value-driven outcomes for clients and internal stakeholders.

Qualifications

• Proven success leading large-scale service management or transformation programs.
• Experience guiding a major enterprise platform roadmap, governance, and adoption.
• Strong understanding of service workflows, case management, knowledge management, and service metrics.
• Ability to lead and inspire senior technical and operations teams.
• Ability to influence leaders across decentralized business units.

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 challenges into 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 with focus on measurable outcomes.

Skills

Leadership

AI strategy

ServiceNow governance

Platform roadmap

Stakeholder alignment

Tools

ServiceNow

Now Assist

AI workflows

Job description

Altera Digital Health is seeking a transformative leader to serve as Director of AI Support Transformation & ServiceNow, guiding the enterprise-wide evolution of our support operations using AI, automation and the ServiceNow platform.

You will redesign workflows, drive measurable improvements in case resolution and customer experience, and lead the ServiceNow team from strategy to production, enabling scalable, value-driven outcomes for clients and internal stakeholders.