Senior Staff Enterprise Architect, AI Search
Senior Staff Enterprise Architect, AI Search
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1 Vacancy
Job Description
About the Role
ServiceNow is seeking an innovative and experienced Enterprise Architect AI Search 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. Youll collaborate with product platform and AI teams to push the boundaries of how users interact with and discover information in the Now Platform.
Why Join Us
- Help shape the future of intelligent search experiences on one of the worlds leading digital workflow platforms.
- Collaborate with a world-class team of engineers researchers and product leaders.
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.
Qualifications :
- 15 years of experience in search architecture information retrieval or AI/ML applied to enterprise or consumer search platforms.
- Deep understanding of search ranking techniques and semantic techniques (vector search transformers embeddings).
- Proven experience building RAG pipelines with knowledge of different RAG variants (e.g. Fusion Condenser Retrieval with Memory Augmentation Multi-hop RAG).
- Deep knowledge of AI/ML frameworks and search technologies (e.g. Moveworks Glean Elasticsearch Coveo) particularly focused on data indexing context awareness and relevance ranking.
- Hands-on experience with search engines such as Elasticsearch Apache Solr Vespa Pinecone Weaviate FAISS Qdrant etc.
- Proficiency in ServiceNow AI Search features and architecture or demonstrable experience with similar platforms.
- Expertise in NLP LLMs embedding generation and retrieval quality optimization.
- Strong programming skills in Python Java or JavaScript.
- Familiarity with data pipelines for indexing (e.g. Kafka Airflow Spark).
- Understanding of multi-lingual search query expansion relevance tuning synonym management and zero-result handling.
Preferred Qualifications
- Experience with LLM orchestration frameworks (LangChain LlamaIndex Semantic Kernel) in production settings.
- Understanding of ServiceNows 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
#DTjobs
Emerging Technology Group
Emerging Technology Group (ETG) is ServiceNows Digital Technology (DT) internal incubation group.
Being customer zero for ServiceNow products we ensure the products work for us internally and deliver value as they get in the hands of our customers. As Customer Zero we implement all our technology workflows and deliver the best experience. With AI everywhere we are in charge of AI Experiences that cut across the enterprise like Search Conversational Interfaces and Automation and we help our DT developers be productive by building enterprise-grade products on the ServiceNow Platform. We are focused on accelerating innovations and developing new concepts forward-thinking solutions and products leveraging ServiceNows Intelligent platform and the best industry standards. If you enjoy learning growing and making an impact you will love being in this role. You get exposure to every facet of the enterprise and can make a meaningful impact on both the business and the people who work here. You will face new obstacles and priorities every day which can be invigorating and push the boundaries of your thought process.
About Digital Technology
Were not yesterdays IT departmentwere Digital Technology. The world around us keeps changing and so do we. Were redefining what it means to be IT with a mindset centered on transformation experience AI-driven automation innovation and growth. Were all about delivering delightful secure customer and employee experiences that accelerate ServiceNows journey to become the defining enterprise software company of the 21st century. And we love co-creating using and highlighting our own products to do it. Ultimately we strive to make the world work better for our employees and customerswhen you work in ServiceNow Digital Technology you work for them.
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- SAP BusinessObjects
- Enterprise Architecture
- Hybris
- SAP HANA
- SAP
- TOGAF
- Solution Architecture
- Cloud Architecture
- SAP BW 4HANA
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- SAP S/4HANA
- SAP ERP
