• 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 • 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 • 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 • 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 • Define governance standards for automation controls and human handoff models • Ensure solutions align with Alteryx security, compliance, and risk standards • Perform light configuration within ServiceNow, including creating and maintaining Virtual Agent topics and flows • Manage intents, routing logic, and integrations • Support testing, validation, and troubleshooting • 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