Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description

PREFERRED QUALIFICATIONS

• Experience with LLM orchestration frameworks (LangChain, LlamaIndex, Semantic Kernel) in production settings.
• Understanding of ServiceNow’s architecture, Common Service Data Model (CSDM), and Now Platform data constructs.
• Prior experience implementing search in enterprise ecosystems, such as ITSM, HR, Security, or Customer Support domains.
• Experience with vector database performance optimization (e.g., ANN algorithms like HNSW, IVF).
• Familiarity with observability and metrics for search quality.
• Contributions to open-source search projects
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  Additional Information

ABOUT THE ROLE

ServiceNow is seeking an innovative and experienced Enterprise Search Architect to lead the next phase of AI powered search for our employee and customer-facing search capabilities. You will drive the design and implementation of scalable, intelligent, and high-performance search systems across our platform — focusing on relevance, accuracy, personalization, and AI-enhanced discovery.
You will bring expertise in modern search architecture, vector-based retrieval (e.g., RAG), traditional IR models, and enterprise search platforms. You’ll collaborate with product, platform, and AI teams to push the boundaries of how users interact with and discover information in the Now Platform.

KEY RESPONSIBILITIES

• Design and Architect Enterprise Search Systems for internal tools and customer-facing experiences, ensuring scalability, performance, and high availability.
• Own the relevance roadmap: continually improve precision, recall, and user satisfaction via tuning, personalization, and ranking strategies.
• Drive AI-powered search capabilities including Retrieval-Augmented Generation (RAG), embedding-based retrieval, semantic search, and hybrid techniques.
• Integrate structured and unstructured data sources across the enterprise for unified search.
• Partner with ML/NLP teams to develop and fine-tune search ranking algorithms, LLM-based query understanding, entity recognition, and document summarization.
• Lead adoption and evolution of ServiceNow AI Search features, including Search Configuration, Search Sources, and Vector Search modules.
• Create reusable search patterns, accelerators, and frameworks for faster onboarding of new applications or data domains.
• Evaluate and incorporate relevant enterprise search tools (e.g., Elasticsearch, Azure Cognitive Search, Vespa, OpenSearch, Pinecone, Weaviate).
• Guide best practices in multi-tenant indexing, search data governance, and real-time indexing pipelines.
• Collaborate with UI/UX teams to design engaging search experiences, including facets, typeahead, relevance feedback, and conversational interfaces.
• Monitor, measure, and optimize search KPIs — e.g., query success, abandonment rate, MRR (Mean Reciprocal Rank), and NDCG.