What are the responsibilities and job description for the ServiceNow Technical Architect – CSM, ITSM & ITOM position at SAS?
ServiceNow Technical Architect – CSM, ITSM & ITOM- Remote or Hybrid | Cary, NC
About SAS
We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.
If you’re looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you’ll find it here. We’re recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.
About The Job
The ServiceNow Technical Architect serves as the technical lead and subject matter expert across the Technology Provider Service Management (CSM & ITSM) and ITOM product areas within SAS’s enterprise ServiceNow platform. This role defines and leads the architectural direction for these products, ensuring alignment with Common Service Data Model (CSDM), security standards, and out-of-the-box (OOTB) design principles.
You will play a key part in delivering secure, scalable, and supportable solutions that enable SAS Tech Support, Cloud and Information Services CIS, and Managed Cloud Services (MCS) to achieve operational excellence and an improved customer and employee experience through a unified ServiceNow environment.
As a ServiceNow Technical Architect, You Will
Architecture & Platform Leadership
Highlights include...
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.
Additional Information
To qualify, applicants must be United States citizens to be able to access both Commercial and FedRAMP instances . SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights .
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.
Let’s stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.
About SAS
We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.
If you’re looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you’ll find it here. We’re recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.
About The Job
The ServiceNow Technical Architect serves as the technical lead and subject matter expert across the Technology Provider Service Management (CSM & ITSM) and ITOM product areas within SAS’s enterprise ServiceNow platform. This role defines and leads the architectural direction for these products, ensuring alignment with Common Service Data Model (CSDM), security standards, and out-of-the-box (OOTB) design principles.
You will play a key part in delivering secure, scalable, and supportable solutions that enable SAS Tech Support, Cloud and Information Services CIS, and Managed Cloud Services (MCS) to achieve operational excellence and an improved customer and employee experience through a unified ServiceNow environment.
As a ServiceNow Technical Architect, You Will
Architecture & Platform Leadership
- 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.
- US Citizen required.
- Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
- 5 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.
- ServiceNow certifications:
- Certified System Administrator (CSA)
- Certified Implementation Specialist (CSM, ITSM, ITOM)
- Certified Application Developer (CAD)
- Certified Technical Architect (CTA) – preferred
- 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
Highlights include...
- 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.
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.
Additional Information
To qualify, applicants must be United States citizens to be able to access both Commercial and FedRAMP instances . SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights .
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.
Let’s stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.