Director, AI Support Transformation – ServiceNow

This is a fully remote position, open to applicants in Arizona, +13 more states.

📋 Description

• Develop and implement the enterprise roadmap for AI-enhanced and automated customer support.

• Direct the ServiceNow platform strategy, encompassing operations, upgrades, integrations, and reporting.

• Collaborate with leaders across the organization to convert challenges into shared, scalable platform solutions.

• Redesign support workflows to integrate AI for triage, knowledge retrieval, and resolution recommendations.

• Promote the adoption of new tools and processes with an emphasis on measurable outcomes.

• Establish governance and quality standards for the support knowledge base.

• Enhance data connectivity between cases, resolutions, and knowledge articles.

• Lead an established ServiceNow team and oversee the progression of AI capabilities from concept to production.

• Drive advancements in case resolution, customer experience, and operational efficiency.

⛳️ Requirements

• Proven success in leading large-scale service management, IT service delivery, or operational transformation initiatives.

• Experience in steering a major enterprise platform, including its roadmap, operations, governance, and adoption.

• Strong knowledge of support workflows, case management, knowledge management, and service metrics.

• Demonstrated ability to lead and motivate established technical and operational teams.

• Exceptional skills in influencing and collaborating with leaders across decentralized business units.

• Strategic thinker with the capability to translate broad objectives into measurable results.

• Preferred: Direct leadership or implementation experience with the ServiceNow platform, particularly Now Assist, Virtual Agent, or AI Search.

• Preferred: Background in designing AI-assisted or autonomous operational workflows.

• Preferred: Experience in healthcare technology, enterprise software, or other regulated industries.

• Preferred: Experience in managing vendors, platform budgets, and cross-functional governance.

• Preferred: Understanding of privacy, security, and human oversight requirements for production AI.

• Must be located in the United States.

• Ability to work in a standard office setting or remotely during regular work hours.

• Availability for occasional after-hours support as required.

🏝️ Benefits

• Competitive salary and benefits package.

• Flexible remote work arrangement.

• Opportunity to thrive in a fast-paced and dynamic environment.

• Up to 10% travel may be necessary.