Staff Enterprise Search Architect

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

The Role:

We are seeking a highly skilled AI Application Architect to lead the design and development of AI applications, including enterprise search and digital assistants.This role requires a deep understanding of search platform technologies, including expertise in data and context indexing. The ideal candidate will have experience orchestrating AI services and building microservice architectures that can scale to meet the needs of ServiceNow teams and customers. As part of this role, you will play a key part in developing intelligent systems that improve information retrieval and digital workflow experiences across the organization.

Key Responsibilities:

AI Application Orchestration:
Architect and implement AI application orchestration frameworks that ensure smooth integration, deployment, and management of AI services across multiple systems and teams.

Microservice Architecture Design:
Design and implement scalable, distributed microservice architectures that support AI applications, ensuring high availability, resilience, and maintainability.

Search Platform Expertise:
Lead the design and optimization of AI-driven enterprise search platforms, with a focus on advanced data and context indexing techniques to improve search relevance, speed, and accuracy.

Data and Context Indexing:
Build and optimize search systems with sophisticated data indexing and contextual understanding, enabling effective retrieval pipelines for RAG workflows.

Digital Assistant Development:
Develop and integrate advanced conversational AI capabilities for digital assistants, leveraging natural language processing (NLP) and machine learning models.

Scalable Infrastructure:
Collaborate with infrastructure and DevOps teams to deploy AI solutions in cloud-native environments with CI/CD support, ensuring efficient and scalable AI application management.

Collaboration and Leadership:
Mentor and support early-career engineers while collaborating with product teams and stakeholders to ensure AI architectures align with business goals and technical requirements.

Innovation and Trends:
Stay informed on the latest trends in AI/ML, search technologies, and microservice architectures to continuously innovate and strengthen ServiceNow's AI capabilities.

Emerging Technology Group

Emerging Technology Group (ETG) is ServiceNow’s 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 ServiceNow’s 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

We’re not yesterday’s IT department—we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s 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 customers—when you work in ServiceNow Digital Technology, you work for them.

Qualifications

Experience:

• 8+ years of experience in software development and architecture, with at least 4 years working on AI/ML applications.
• Proven experience in building AI-powered enterprise search platforms, with a deep understanding of data and context indexing for optimized search relevance.
• Expertise in designing microservice architectures and orchestrating AI applications in large-scale environments.
• Strong background in building AI solutions, including digital assistants, with seamless integrations into enterprise platforms.

Technical Skills:

• 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.
• Expertise in building microservice architectures and managing AI systems within cloud platforms.
• Experience with search engine optimization and large-scale data indexing techniques for improved retrieval and personalization.
• Strong programming skills in Python, Java, or similar languages, with a focus on AI and microservice architectures.
• Hands-on experience with DevOps tools and CI/CD pipelines for deploying AI applications.

Soft Skills:

• Strong leadership and mentoring capabilities, with experience guiding cross-functional teams.
• Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical stakeholders.
• Passion for innovation and improving AI-driven user experiences.

Preferred Qualifications:

• Experience integrating AI search solutions with enterprise SaaS platforms like ServiceNow.
• Expertise in designing systems that optimize for both structured and unstructured data search.
• Knowledge of ethical AI practices, AI model interpretability, and federated learning.

Education:

• Bachelor’s or Master’s degree in Computer Science, Data Science, Artificial Intelligence, or a related field Preferred.

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 law. In 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 globaltalentss@servicenow.com 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. 

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