About the Role:In this high-impact leadership role, you will shape the future of Enterprise Search and AI experiences across ServiceNow. You’ll combine strategic thinking, thought leadership, and executional excellence to drive how people find, access, and act on information—instantly and intelligently.This role sits within our Enterprise Technology Group and will own the strategy, roadmap, and delivery for Enterprise Search, leveraging ServiceNow’s Intelligent Platform and GenAI capabilities. You will lead a team that drives customer zero innovation—ensuring ServiceNow’s internal experience is world-class, while setting the foundation for product capabilities that power our customers globally.What you'll impact:· Enterprise Search Strategy & Vision – Define and communicate a long-term strategy for Enterprise Search as a core capability of the ServiceNow platform. Drive a vision where search is not just retrieval, but an intelligent, contextual, and proactive experience.· GenAI-Powered Search Experiences – Lead innovation in generative and semantic search, retrieval-augmented generation (RAG), multi-modal search (text, voice, image), and agentic AI. Ensure our search solutions anticipate user needs and surface insights across enterprise data.· Unified Information Access – Create a seamless search fabric across ServiceNow, integrating structured and unstructured data, third-party knowledge sources, and live internet signals while ensuring security, compliance, and role-based access.· Search Relevance & Personalization – Define strategies for ranking, relevance, intent understanding, and personalization. Ensure search adapts to user roles, preferences, and workflows to drive productivity.· Platform Integration – Partner with product teams to embed Enterprise Search natively into workflows, conversational interfaces, and agent experiences across IT, HR, Customer Service, and more.· Metrics & Impact – Define KPIs for search quality (precision, recall, satisfaction, deflection rates), usage adoption, and measurable business outcomes. Build a culture of continuous improvement through experimentation and analytics.· Thought Leadership – Represent Enterprise Search strategy internally and externally. Influence industry direction, evaluate emerging technologies, and help position ServiceNow as a leader in AI-powered enterprise experiences.· Team Leadership – Lead and inspire a high-performing product team. Provide mentorship, foster innovation, and build a culture that pushes boundaries while delivering at scale.· Cross-Functional Collaboration – Work across engineering, design, data science, security, and business stakeholders to ensure successful product delivery and adoption.Emerging Technology GroupEmerging 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 TechnologyWe’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.