AI Operations Lead, IT Service Experience (ServiceNow)

Alteryx

6d • $130,000 - $155,000 • Remote

About The Position

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together. Alteryx is searching for an AI Operations Lead, IT Service Experience. This position is remote-friendly. Position Overview: The AI Operations Lead, IT Service Experience is accountable for the strategy, design, governance, and continuous optimization of AI-enabled IT service operations at Alteryx. This role serves as the end-to-end owner of ServiceNow Virtual Agent and AI-driven automation within IT support, ensuring conversational experiences are scalable, intuitive, secure, and aligned with Alteryx’s Enterprise Service Management (ESM) strategy. Blending strategic ownership with hands-on configuration, this leader will drive automation ROI, reduce manual effort, enhance employee experience, and position Alteryx IT as a model for responsible AI adoption across the enterprise. This is a transformation-focused leadership role — not a traditional help desk supervisor position.

Requirements

• 5+ years in IT Service Management, product ownership, or technical operations
• 2+ years leading operational or technical teams
• Strong hands-on experience with ServiceNow ITSM; Virtual Agent, Flow Designer, and automation strongly preferred
• Experience designing or optimizing AI-enabled service workflows
• Demonstrated success managing product or process backlogs in an agile environment
• Solid understanding of ITIL and enterprise SaaS platforms
• Experience partnering with development teams to deliver scalable platform enhancements
• Strong analytical, strategic thinking, and business acumen
• Excellent communication skills with the ability to influence across organizational level

Responsibilities

• AI & Virtual Agent Strategy Ownership Own the end-to-end Virtual Agent and AI-assisted support lifecycle for Alteryx IT Define and maintain the Virtual Agent roadmap aligned to Alteryx’s ITSM, employee experience, and enterprise AI strategy Identify high-volume, high-friction service opportunities suitable for automation Translate business demand into scalable, governed AI-enabled solutions Ensure automation initiatives deliver measurable operational and experience improvements for Alteryx associates
• Partnership & Platform Alignment Partner closely with the Alteryx ESM ServiceNow Development team to design, enhance, and implement Virtual Agent capabilities Collaborate on conversational architecture, workflow automation, integrations, and feature releases Participate in backlog prioritization, sprint planning, and release validation Translate operational needs into technical requirements for configuration and development Ensure enhancements align with Alteryx’s long-term platform standards, scalability goals, and governance framework Work alongside the ServiceNow Platform Owner and Executive Sponsor to drive adoption and maturity of AI-enabled services This role serves as the operational bridge between frontline support and platform engineering at Alteryx.
• Conversational Experience & Process Design Establish enterprise standards and best practices for conversational design at Alteryx Design intelligent routing, escalation thresholds, and AI-assisted triage workflows Improve first-contact resolution and reduce repetitive Tier 1 workload Ensure virtual agent interactions are intuitive, frictionless, and reflective of the Alteryx employee experience standard Apply ITIL and business process management principles to modernize service delivery
• Execution, Delivery & Continuous Improvement Own and prioritize the Virtual Agent and AI automation backlog Lead discovery sessions and requirements definition with Alteryx stakeholders Coordinate delivery across ServiceNow developers, administrators, and process owners Monitor feature performance, mitigate risks, and drive timely delivery Establish structured feedback loops to continuously refine AI logic and conversational performance
• Governance & Responsible AI Establish oversight across knowledge accuracy, workflow logic, data usage, and AI behavior Define governance standards for automation controls and human handoff models Ensure solutions align with Alteryx security, compliance, and risk standards Minimize technical debt while scaling automation responsibly
• Light Configuration & Platform Enablement Perform light configuration within ServiceNow, including: Creating and maintaining Virtual Agent topics and flows Managing intents, routing logic, and integrations Supporting testing, validation, and troubleshooting Ensure AI solutions remain stable, secure, and aligned with Alteryx platform standards
• Value Realization & Adoption Measure and communicate the business impact of AI-enabled service operations at Alteryx Link automation initiatives to efficiency gains, cost optimization, and improved associate experience Drive adoption through clear communication, change enablement, and cross-functional collaboration Ensure SOPs, training materials, and operational processes reflect AI-enabled service delivery

Benefits

• A monthly Connectivity Plus stipend of $150 to support remote work-related expenses
• An annual $200 home office reimbursement
• Medical, dental, and vision coverage
• 401(k) with company match
• Paid parental leave, caregiver leave, and flexible time off
• Mental health support and wellness reimbursement
• Career development and education assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed