Director, AI Support Transformation – ServiceNow

🔥 2 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

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Harris Computer

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1993

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Harris Computer is a company that provides mission-critical software solutions across various industries, including the public sector, healthcare, utilities, and private sector verticals. They focus on acquiring businesses with growth potential, managing them effectively, and building them for future success. Harris Computer serves over 100,000 customers with a global presence in North America, Europe, Asia, and Australia, employing over 12,000 people. Their mission is to empower customers to deliver on their goals by offering tailored software and services.

📋 Description

• 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

• 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

• 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