Director, AI Support Transformation – ServiceNow

Harris Computer

. Develop and execute the enterprise roadmap for AI-assisted and automated customer support .

Posted 10/16/2026full-timeRemote • United StatesLead💰 $130,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading AI-assisted customer support initiatives and managing the ServiceNow platform, focusing on operational transformation and measurable outcomes. Proven ability to collaborate across decentralized business units and guide teams in implementing scalable solutions.

Highest-signal resume keywords

ServiceNow Platform StrategyAI-Assisted Operational WorkflowsSupport Workflows ManagementLeadership of Technical TeamsOperational Transformation Programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI IntegrationCase ManagementKnowledge ManagementService MetricsGovernance StandardsData Linkage ImprovementWorkflow RedesignPlatform Roadmap DevelopmentOperational EfficiencyCustomer Experience Enhancement

Soft Skills

Influencing LeadersCollaborationStrategic MindsetInspiring TeamsChange Management

Tools & Technologies

ServiceNowNow AssistVirtual AgentAI Search

Industry Keywords

Healthcare TechnologyEnterprise SoftwareRegulated IndustryPrivacy RequirementsSecurity RequirementsHuman-Oversight Requirements

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Develop and execute the enterprise roadmap for AI-assisted and automated customer support
Guide ServiceNow platform strategy, including operations, upgrades, integrations, and reporting
Partner with leaders across the company to translate challenges into shared, scalable platform solutions
Redesign support workflows to incorporate AI for triage, knowledge retrieval, and resolution recommendations
Champion adoption of new tools and processes with focus on measurable outcomes
Establish governance and quality standards for the support knowledge base
Improve data linkage between cases, resolutions, and knowledge articles
Lead an established ServiceNow team and guide AI capabilities from concept to production
Drive improvements in case resolution, customer experience, and operational efficiency

Requirements

What you’ll need

Demonstrated success leading large-scale service management, IT service delivery, or operational transformation programs
Experience guiding a major enterprise platform, including its 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
Strategic mindset with the ability to turn broad objectives into measurable outcomes
Preferred: Direct leadership or implementation experience with the ServiceNow platform, especially Now Assist, Virtual Agent, or AI Search
Preferred: Experience designing AI-assisted or autonomous operational workflows
Preferred: Background in healthcare technology, enterprise software, or another regulated industry
Preferred: Experience managing vendors, platform budgets, and cross-functional governance
Preferred: Familiarity with privacy, security, and human-oversight requirements for production AI
Must be based in the United States
Ability to work in a standard office environment or remotely during a standard work week
Availability for occasional after-hours support as needed

Benefits

Comp & perks

Competitive compensation and benefits package
Remote work arrangement
Opportunity to work in a fast-paced and dynamic environment
Up to 10% travel may be required