Senior Manager, Enterprise Search Engineering

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 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.
What You'll Do

• 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

Qualifications
To be successful in this role you have:

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

JV19
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 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 [email protected] 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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