Senior ServiceNow Technical Architect

SAS•, Remote

About The Position

The Senior ServiceNow Technical Architect serves as technical lead and subject matter expert for Customer Service Management (CSM), IT Service Management (ITSM), and IT Operations Management (ITOM) within SAS’s enterprise ServiceNow platform. The role defines architectural direction for these products, aligning solutions with the Common Service Data Model (CSDM), security standards, and out-of-the-box design principles. The architect leads delivery of secure, scalable, and supportable solutions that help SAS Tech Support, Cloud and Information Services, and Managed Cloud Services achieve operational excellence and improve customer and employee experiences through a unified ServiceNow environment. The position provides technical direction to developers and administrators, works with business and architecture stakeholders, and supports governance, platform operations, and continuous reduction of technical debt. The position is hybrid in Cary, North Carolina, or remote, and requires U.S. citizenship.

Requirements

U.S. citizenship is required.
Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
At least 8 years of ServiceNow platform experience, including at least 3 years in an architectural or senior technical lead capacity.
Deep technical expertise in CSM, including Case Management and Workforce Optimization.
Deep technical expertise in ITSM, including Incident, Change, Problem, and Request.
Deep technical expertise in ITOM, including Discovery, Service Mapping, Event Management, CMDB, Certificate Management, and Tag Governance.
Expertise in CSDM and CMDB design.
Expertise with Flow Designer, JavaScript/Glide API, IntegrationHub, and Service Bridge.
Expertise in MID Server architecture and external integrations.
Expertise in platform security, including ACLs, role design, and data segregation.
Strong communication and stakeholder engagement skills, with the ability to influence technical and business teams.

Nice To Haves

Certified System Administrator (CSA) certification.
Certified Implementation Specialist certification in CSM, ITSM, or ITOM.
Certified Application Developer (CAD) certification.
Certified Technical Architect (CTA) certification.
Experience working collaboratively with hybrid or offshore teams.
Familiarity with ServiceNow DevOps, ATF, and Agile methodologies.
Familiarity with ServiceNow NowAssist and Agentic AI.

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, out-of-the-box-compliant solutions that meet business and operational needs.
Partner with business stakeholders, solution architects, domain architects, and enterprise architecture to meet security, performance, and compliance standards.
Design and guide integrations across Azure, Datadog, Tanium, and other enterprise systems.
Maintain architectural documentation and participate in the Architecture Review Board, Configuration Control Board, and other governance boards.
Provide technical direction and oversight to developers and administrators across ITSM, CSM, and ITOM initiatives, influencing design decisions, code quality, and out-of-the-box and DevOps 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 support cohesive design, configuration, and release management.
Ensure configurations and customizations comply with SAS governance policies and ServiceNow best practices.
Use Health Scan results, skipped-item analysis, and remediation plans to 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 and promote consistency and technical excellence across the ecosystem.

Benefits

Comprehensive medical, prescription, dental, and vision plans.
PPO medical plan option with a low annual deductible and copays.
HDHP medical plan option combined with a health savings account and a contribution from SAS.
Free onsite health care center for employees and family members enrolled in the PPO plan.
Pharmacy services, including prescription shipping at no additional charge for those not local to headquarters.
Industry-leading 401(k) plan.
Tuition Assistance Program and development programs and resources.
Vacation time and paid holidays, including a U.S. Winter Wellness Break between December 25 and January 1.
Volunteer Time Off.
Parental leave.
Unlimited paid sick days.
Childcare benefits for all full-time employees.