New Job: Apply for Technical Lead manager Post in Uber

As a ServiceNow Technical lead Manager (TLM) on Uber’s IT & HR ServiceNow team, you will be responsible for ensuring the technical foundations of the ServiceNow Platform are operating optimally and that the data and interfaces consumed by platform teams meet quality standards. You will partner with a talented team of engineers, analysts, and business leaders to come up with joint requirements and deliver outcomes to create magical experiences for our internal employees worldwide on ServiceNow unified portal. You will be responsible for ensuring ServiceNow search is working as expected and producing desired results.

ServiceNow TLMs have multifaceted roles: they not only significantly influence a broad range of business and technology choices but also actively engage in the engineering and execution of technical solutions. In the capacity of a ServiceNow Employee Experience Engineer, your focus will be on the development and expansion of the ServiceNow ECpro portal, tailoring it to meet the growing needs of the organization. Additionally, you will be responsible for refining the ServiceNow AI search functionality, ensuring it reaches its highest level of efficiency.

TLMs are passionate and pragmatic technologists who can dive deep and deliver efficient code. They are also collaborative role models, and humble teachers, technically mentoring a team of talented engineers while also executing on delivering uniquely challenging projects.


  • Hyderabad, India
  • Bangalore, India

What You’ll Do:

  • Provide technical leadership & mentoring
  • Be a role model on acting with good judgement and responsibility. Engineers in the team and across the organization will look to you on how best to plan and execute on projects
  • As an ServiceNow Employee Experience Engineer you will work on development of ServiceNow ECpro portal to scale for organizational needs and enhance ServiceNow AI search experience to optimal level
  • Be a humble mentor and trusted advisor for both our talented team members and passionate leaders alike. Deal with a difference in opinions in a mature and fair way, helping teams to commit and move forward.

System Analysis:

  • Analyze business requirements and understand the specific search needs of the organization.
  • Identify areas where AI-powered search can add value, such as improving search relevance, speed, and user satisfaction.

Solution Design:

  • Design AI-driven search solutions tailored to the organization’s needs.
  • Select and configure AI and machine learning components and algorithms, including natural language processing (NLP) models, recommendation engines, and data indexing strategies.

Service Now Configuration:

  • Configure the ServiceNow platform to integrate AI search functionalities.
  • Define and maintain search schema and data sources.
  • Design visually appealing and user-friendly portals that align with the organization’s branding and user expectations
  • Create and customize portal layouts, widgets, themes, and templates.
  • Develop responsive and accessible user interfaces to ensure a positive user experience.
  • Configure and customize the ServiceNow platform to integrate portals seamlessly.
  • Define roles, access controls, and security settings for portal users.

Custom Development:

  • Develop custom scripts and modules to implement AI search features, including triggers, actions, and business rules.
  • Create or modify catalog items and content to support enhanced search results.
  • Customize the portal according to different user roles and personas.
  • Implement personalization features based on user preferences and history.

Data Management:

  • Ensure data quality and consistency for effective search. This may involve data cleansing and normalization.
  • Implement data indexing and data extraction processes.

Content Management:

  • Manage and organize portal content, including knowledge articles, forms, catalogs, and multimedia elements.
  • Ensure content is up-to-date and relevant.

User Experience Engagement:

  • Work on improving the user search experience by implementing features such as auto-suggestions, spell check, and relevant search results.
  • Collaborate with UI/UX designers to enhance search interfaces.
  • Implement communication tools within the portal, such as chatbots, live chat, and email notifications.
  • Design interactive features to engage and support users.

Performance Optimization:

  • Optimize search performance, including query response time and resource consumption.
  • Monitor and analyze system performance and search relevance.

Testing and Validation:

  • Develop and execute test plans and scripts to validate the AI search solution.
  • Troubleshoot and resolve issues related to AI search functionality.

Security and Compliance:

  • Ensure that AI search implementation adheres to security and compliance standards, especially when handling sensitive data.

Monitoring and Maintenance:

  • Monitor the performance of AI search features and make adjustments as necessary.
  • Perform regular maintenance and updates to the AI search solution.

What You’ll Need:

  • 10+ years of experience as Developer in ServiceNow ecosystem.
  • 3+ years of experience on Search Technologies including ServiceNow AI & products like glean search
  • 3+ years of experience on Configuring custom portal on ServiceNOW ECpro
  • Experience working on IT Infrastructure and Engineering teams
  • Experience with managing and working with larger team and in Vendor environment
  • Experience in Proven ability to work closely with the technical leads and stakeholders.
  • Excellent written and verbal communication skills.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

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