Senior Staff Enterprise Architect, AI Search

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

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. 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.

Why Join Us?

• Help shape the future of intelligent search experiences on one of the world’s 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 (