Director, AI Support Transformation – ServiceNow

Job not on LinkedIn

🔥 3 minutes ago

🌵 Arizona, Colorado, +12 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🦞 Maine – Remote 🎰 Nevada – Remote 🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🚗 Michigan – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🍁 Vermont – Remote

💵 $130k - $150k / year

⏰ Full Time

🔴 Lead

🔧 ServiceNow

👻 Ghost score 0%

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Harris Computer

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1976

Harris provides mission-critical software solutions for the Public Sector, Healthcare, Utilities, and Private Sector verticals throughout North America, Europe, Asia, and Australia.

📋 Description

• Develop and execute the enterprise roadmap for AI-assisted and automated customer support • Guide the 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 a 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 • Drive AI capabilities from concept to production • Travel up to 10% as required

🎯 Requirements

• 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 • Direct leadership or implementation experience with the ServiceNow platform (especially Now Assist, Virtual Agent, 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 preferred • Must be based in the United States • Ability to work during a standard work week and provide occasional after-hours support as needed

🏖️ Benefits

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