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SAS · 2 days ago

Senior ServiceNow Technical Architect – CSM, ITSM & ITOM

Cary, NC

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

SAS is a leader in data and AI, recognized for its innovative technologies and inclusive culture. The Senior ServiceNow Technical Architect will serve as the technical lead and subject matter expert for CSM, ITSM, and ITOM product areas, defining the architectural direction and ensuring compliance with standards while delivering scalable solutions for operational excellence.

AnalyticsData GovernanceData ManagementEnterprise SoftwarePredictive AnalyticsSoftware

Culture & Values

No H1B

U.S. Citizen Only

Responsibilities

Serve as the technical authority for CSM, ITSM, and ITOM architectures, ensuring alignment with platform strategy, CSDM, and CIS standards

Lead the design and implementation of scalable, OOTB-compliant solutions that meet business and operational needs

Partner with Business Stakeholders, Solution Architects, Domain Architects, and Enterprise Architecture to ensure security, performance, and compliance standards are met

Design and guide integrations across Azure, Datadog, Tanium, and other enterprise systems

Maintain architectural documentation and actively participate in the Architecture Review Board (ARB), Configuration Control Board (CCB), and other Governance Boards

Provide technical direction and oversight to developers and admins across ITSM, CSM, and ITOM initiatives — influencing design decisions, ensuring code quality, and promoting OOTB and DevOps best practices

Collaborate with Business Systems Analysts and Product Owners to plan, prioritize, and sequence development work within Agile sprints

Conduct design and code reviews to ensure alignment with platform standards, reusability, and maintainability

Partner with federated development teams and platform operations to drive cohesive design, configuration, and release management

Ensure all configurations and customizations remain compliant with SAS governance policies and ServiceNow best practices

Use Health Scan results, skipped-item analysis, and remediation plans to continually reduce technical debt

Support CMDB, service mapping, and event correlation initiatives as part of the ITOM strategy

Contribute to the Platform + Product + DevOps operating model, driving consistency and technical excellence across the ecosystem

Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do

Qualification

ServiceNow platform experienceCSM expertiseITSM expertiseITOM expertiseCSDM designJavaScript/Glide APIIntegrationHubMID Server architecturePlatform securityStakeholder engagementServiceNow certificationsAgile methodologiesCommunication skillsCollaboration with teams

Required

US Citizen required

Bachelor's degree in Computer Science, Information Systems, or equivalent experience

8+ years of ServiceNow platform experience, with at least 3 years in an architectural or senior technical lead capacity

Deep technical expertise in: CSM (Case Management, Workforce Optimization, etc.), ITSM (Incident, Change, Problem, Request, etc.), ITOM (Discovery, Service Mapping, Event Management, CMDB, Certificate Management, Tag Governance, etc.), CSDM and CMDB design, Flow Designer, JavaScript/Glide API, IntegrationHub, Service Bridge, MID Server architecture and external integrations, Platform security (ACLs, role design, data segregation)

Strong communication and stakeholder engagement skills, able to influence across technical and business teams

Equivalent combination of related education, training and experience may be considered in place of the above qualifications

Preferred

Certified Technical Architect (CTA)

Experience working with hybrid or offshore teams in a collaborative technical capacity

Familiarity with ServiceNow DevOps, ATF, and Agile methodologies

Familiarity with ServiceNow NowAssist and Agentic AI

Benefits

Comprehensive medical, prescription, dental and vision plans.

Medical plan options include: + PPO with low annual deductible and copays. + HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).

Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There’s a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!

An industry-leading 401k plan.

Tuition Assistance Program and programs and resources to support your development

Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.

Volunteer Time Off, parental leave and unlimited paid sick days.

Generous childcare benefits for all full-time employees.