Senior IT Service Management Analyst- Remote

Job Locations US-NC-Cary HQ | US-Remote | US
Requisition ID
Information Technology
Visa Sponsorship
Travel Requirements

Senior IT Service Management Analyst – Remote or Hybrid | Cary, North Carolina


Nice to meet you!


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.


We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.


About the job  


The Service Management Office is looking for a Senior IT Service Management Analyst to assist in our Service Management process with the initial focus around Configuration Management and the rollout of ServiceNow ITOM. Our team is focused on delivering the best class services to both our internal and external customer using the Service Management best practices to deliver the desired outcome.


As a Senior IT Service Management Analyst, you will:  

  • Participates in the development, implementation and communication related to several Service Management processes including Incident, Problem, Change, Configuration, Asset, Event, Knowledge, Request and Service Portfolio Management
  • Facilitate and gain agreement on Configuration Management, Discovery and Service Mapping best practices and implement community of practice(s) within SAS.
  • Lead efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and support processes.
  • Provide business analysis support by identifying requirements for ITIL based tools and applications, specifically ServiceNow and executes IT user acceptance testing.
  • Partners with IT leadership to ensure alignment and adoption of processes and tools within the overall service management strategy.
  • Champion ITIL best practices and their implementation throughout SAS
  • Define and build the key performance indicators and critical success factors for global IT services. Analyze and report on metrics to management and other interested parties.
  • Act as advisor in recommending continual service improvements to operational activities that will enhance service robustness and reliability in Problem Management Process and other processes as assigned.
  • Collaborate with cross divisional teams to integrate ITSM processes with other business practices.
  • Other items as assigned by your manager.

Required Qualifications

  • US Citizen required
  • Requires a minimum of 8 years experience with ITSM process impacts with ITOM, Incident, Assets, Change, Problem process areas within ServiceNow
  • Requires experience as a Configuration Management Process Expert
  • Requires experience of hands on ServiceNow CSDM, and ITOM (discovery, event and service mapping) Extensive Experience
  • Strong organization and planning skills
  • Demonstrated ability to plan, organize and deliver deliverables
  • Ability to lead and own an IT Service Management process
  • Working knowledge of the working environment that applies to the scope of projects to be managed (may include software development, information technology, or business process
  • Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
  • You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do.

Preferred Qualifications

  • ITIL Foundation Certification
  • ServiceNow – Expert Knowledge in IT Operations Management, SecOps and IT Service Management suite
  • CSDM V4
  • ISO, SOC 2, FedRAMP, Schrems II, NIST and IRAP Compliance hands on knowledge for audit assistanc


World-Class Benefits  

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.
  • 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.


Diverse and Inclusive


At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.


Additional Information:


To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.


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 “” 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




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