Sr. Staff Information Architect, IA & Taxonomy Solutions

About the role

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.

Responsibilities

• 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 collaboration with engineering teams, identifying where AI can accelerate taxonomy development, content tagging, and IA analysis.
• Operate as a strategic partner to leadership, proactively identifying where IA and taxonomy can deliver business value and defining the path to get there — including framing proposals, articulating value, and gaining consensus before moving to execution.
• Build relationships across Digital Technology, Design, organizations that own digital sites, Support, and Marketing to understand needs, position IA as a strategic enabler, and drive adoption of IA standards and services.
• Contribute to team growth by sharing expertise and bringing new perspectives to how the team approaches strategy, systems, and cross-functional engagement.

Qualifications

• 7+ years of experience in information architecture, taxonomy design, ontology development, knowledge management, semantic modeling, metadata management, or content strategy (with emphasis on structured content or content modeling), with progressive responsibility for strategic and cross-functional work.
• Demonstrated experience leading IA or taxonomy initiatives end-to-end — from identifying the opportunity and defining requirements through stakeholder alignment and delivery.
• Deep expertise in taxonomy and ontology design, metadata strategy and modeling, and content classification.
• Experience designing IA for digital user experiences, including site architecture, navigation, and content findability.
• Strong systems thinking — the ability to understand how content, data, platforms, and business processes interconnect and to design solutions that account for those dependencies.
• A product-oriented mindset and consultative working style — you think about IA and taxonomy as products with users and adoption strategies, and you drive outcomes through influence rather than authority.
• Track record of building consensus and influencing decisions across organizational boundaries.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences and frame proposals that resonate with leadership.
• Proven ability to operate independently and define your own path forward in ambiguous or evolving environments.

Preferred Qualifications

• Experience with AI applications in content or taxonomy work, such as AI-assisted classification, metadata enrichment, prompt engineering, or knowledge graph development.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Experience with automated content tagging or classification systems.
• Experience with taxonomy management platforms such as PoolParty, Semaphore (SmartLogic), or similar semantic technology tools.
• Familiarity with DITA and a baseline understanding of its structure and principles.
• Background in product management, solution consulting, or business analysis — particularly scoping solutions, writing requirements, and managing stakeholder alignment.
• Experience with structured content strategy, content modeling, or metadata schema design.
• Hands-on experience with AI/ML tools, prompt engineering, or NLP techniques applied to content or taxonomy challenges.
• Experience with enterprise content platforms, knowledge management systems, or search optimization.
• Experience in a technology company or SaaS environment, ideally with exposure to IT service management or customer support ecosystems.
• Master’s degree in information science, library science, UX design, or a related field; or a bachelor’s degree with equivalent additional experience.