Senior ServiceNow Technical Architect – CSM, ITSM & ITOM

Senior Service Now Technical Architect – CSM, ITSM & ITOM
- Remote or Hybrid | Cary, NC About SAS

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The Senior Service Now 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 Service Now 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 Service Now environment.

• 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 Dev Ops 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 Service Now 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 + Dev Ops 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 Service Now 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, Integration Hub, 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…