Sr. Staff Information Architect, IA & Taxonomy Solutions - ServiceNow

Team

The Information Architecture (IA) team focuses on the planning, design, and implementation of information architecture and metadata management to achieve strategic business goals at ServiceNow . Our work spans taxonomy design and governance, data modeling, IA for digital user experiences, and vocabulary standards. We collaborate closely with teams across the company — including Digital Technology, the organizations that own ServiceNow ’s digital sites, Customer Support, and Marketing — to deliver taxonomy and IA solutions that help users find the right information through the right channels.

Role

We’re looking for a Senior Staff Information Architect who brings deep expertise in information architecture, taxonomy, and ontology design together with strategic thinking, a product mindset, and a consultative approach. This person will help define where and how IA and taxonomy solutions create value, then drive those solutions from concept through delivery. The role spans IA for digital user experiences, establishing a central taxonomy repository to unify standards across digital sites, automated content tagging, and applying AI to scale and enhance IA and taxonomy work.

This is an individual contributor role. It’s a high-autonomy position for someone who thrives in ambiguity — someone who proactively shapes direction, treats IA and taxonomy as products with real users and adoption strategies, and builds cross-functional alignment naturally. If you naturally gravitate toward defining the framing and charting a path forward, this role was designed for you.

What you get to do in this role:

Define and lead IA and taxonomy strategy for digital experiences – including site architecture, navigation, content structure, and findability improvements – in close collaboration with Content Strategy, Design, UX Research, and Content Governance functions.

Develop and evolve taxonomies, ontologies, and data models that support content classification, knowledge management, and cross-platform consistency.

Lead automated content tagging initiatives, defining the requirements, considerations, and quality standards in partnership with Digital Technology teams.

Establish and steward a central taxonomy repository that serves as a shared source of truth for digital site teams — reducing redundancy and driving consistency while supporting contributions from across the organization.

Identify integration opportunities for taxonomy and IA across the business, build stakeholder alignment around their value, and turn opportunities into scoped projects.

Apply AI and emerging technologies to IA and taxonomy work — from leveraging AI for content classification and metadata enrichment to designing taxonomies and information structures that support AI-driven experiences on digital platforms.

Help build the team’s AI prompt engineering capabilities in colla