Senior Manager, Enterprise Search Engineering

Summary

Join ServiceNow's Digital Technology team as a leader of a high-performing team of software engineers specializing in enterprise search platforms. You will provide technical leadership in implementing and optimizing search experiences using ServiceNow's framework and other technologies like ElasticSearch and Solr. Responsibilities include driving the design and delivery of search capabilities, partnering with stakeholders, establishing engineering best practices, defining KPIs, and mentoring engineers. Success requires experience with AI/ML-powered search, search observability, and access control within enterprise systems. A proven ability to lead technical discussions and manage stakeholders is essential. The role also involves delivering enterprise-level search experiences with measurable business impact.

Requirements

• Experience integrating AI/ML-powered search experiences, semantic search, or large language model–based retrieval systems
• Experience with search observability, telemetry, and relevance tuning
• Strong understanding of access control, personalization, and multilingual search within enterprise systems
• Hands-on experience in implementing and optimizing ServiceNow Search capabilities (AI Search, Zing, Search Sources, etc.)
• Practical knowledge of one or more enterprise search platforms such as ElasticSearch, Solr, Coveo, Azure Cognitive Search, or similar
• Proven ability to lead technical discussions, evaluate trade-offs, and make informed architectural decisions in large-scale systems
• Experience managing multiple business partners and internal stakeholders, translating their needs into actionable engineering plans
• Strong communication skills, with the ability to collaborate across product, design, and business functions
• Track record of delivering enterprise-level search experiences with measurable business impact

Responsibilities

• Lead and grow a high-performing team of software engineers focused on enterprise search platforms
• Provide technical leadership on the implementation and optimization of search experiences, especially those powered by ServiceNow’s Search framework and other popular search technologies (e.g., ElasticSearch, Solr, Azure Cognitive Search, Amazon Kendra, etc.)
• Drive the design and delivery of search capabilities that improve discoverability, relevance, and performance across enterprise applications
• Partner with product managers, business stakeholders, and cross-functional teams to align engineering delivery with business goals
• Establish engineering best practices, ensure code quality, and promote a culture of continuous improvement
• Define and track key performance indicators (KPIs) for search quality, reliability, and user engagement
• Mentor engineers and foster career growth through feedback, coaching, and development planning
• Champion a data-driven and user-first approach to evolving enterprise search solution

Preferred Qualifications

Exposure to ServiceNow platform development beyond search (e.g., ITSM, ITOM, custom apps)