We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP NS2 Service Now Architect

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans*. We *offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data; Must be a U.S. citizen. SAP NS2 does not offer Visa sponsorship for this role. All internals must have manager’s approval to transfer.

REQUIREMENTS:

Service Now Architecture & Leadership

• Service Now Certified Technical Architect (CTA), or multi-module CIS certification (required)

• 10+ years leading enterprise-scale implementations across ITSM, ITOM, CMDB, CSM, SPM, IRM, and Sec Ops

• Deep expertise in platform architecture, multi-instance design, scoping, and performance optimization

• Experience architecting and operating IL4/IL5 self-hosted environments

• Strong knowledge of DoD IL4/5/6 requirements and secure government architectures

• Expertise in NIST 800-53, FedRAMP High, DoD SRG, and continuous ATO processes

• Experience managing infrastructure (HA/DR, upgrades, cloning, capacity planning)

AI, Automation, Innovation & Integration

• Expertise in integration architecture (REST/SOAP APIs, MID Servers, ESB, API lifecycle management)

• Experience designing secure, customer-facing APIs (OAuth 2.0, mTLS, rate limiting)

• Proven integration with SAP (BTP IAS/IPS, S/4HANA, HCSM) and identity platforms

• Strong understanding of authorization boundary protection and cross-domain data exchange

• Experience with Service Now AI/ML (Now Assist, GenAI, Predictive Intelligence, Virtual Agent, MCP)

• Knowledge of intelligent automation (routing, summarization, recommended actions)

• Hands-on experience with Flow Designer, Process Automation, and ATF

• Understanding of agentic AI concepts and strategies for "lights out operations"

Preferred Certifications

• Service Now CTA, Togaf, ITIL, Security+ or CISSP, Certified Scrum Master (CSM), SAP BTP certification

RESPONSIBILITIES:

Enterprise Architecture & Strategic Planning

• Define and maintain Service Now architecture aligned to SAP NS2’s 2026–2028 roadmap

• Design multi-instance architecture supporting IL4/IL5/IL6 with secure boundary controls

• Lead platform expansion across ITSM, ITOM, CSM, SPM, IRM, Sec Ops, and ITAM

• Develop technical roadmaps for AI/ML integration, automation strategies, and instance consolidation

• Develop roadmaps for AI/ML, automation, and instance consolidation

• Produce architecture artifacts (solution designs, integrations, security, compliance)

• Plan migration strategies from Service Now cloud to IL5 self-hosted and future IL5 cloud environments

Self-Hosted Instance Architecture & Security

• Lead IL4/IL5 self-hosted architecture, including hardening, monitoring, and ATO sustainment

• Design infrastructure (compute, storage, database, MID Server) and ensure HA/DR, backup, and continuity

• Oversee upgrades, cloning, refresh, and environment synchronization

• Implement security architectures aligned to DoD IL4/5/6, NIST 800-53, and FedRAMP High

• Establish data classification, boundary protection, and multi-tenant segregation strategies

API & Integration Architecture

• Architect secure, customer-facing APIs and external integrations

• Define authentication frameworks (OAuth 2.0, mTLS, certificates, API keys)

• Implement API security controls (rate limiting, throttling, validation, secrets management)

• Design onboarding workflows and self-service API access models

• Lead integrations with SAP (S/4HANA, BTP IAS/IPS, HCSM) and external systems

• Enable cross-domain, event-driven architectures while maintaining IL boundary integrity

AI, Automation & Now Assist Implementation

• Lead AI strategy and implementation (Now Assist, Generative AI, Predictive Intelligence)

• Design intelligent automation (routing, summarization, Virtual Agent, recommended actions)

• Architect workflows, RPA integrations, ATF, and CI/CD enablement

• Implement predictive analytics for service optimization and capacity planning

• Drive automation to reduce manual effort and enable low/no-touch operations

• Establish AI governance and agentic AI capabilities

Solution Design & Technical Leadership

• Lead architectural design for complex Service Now implementations across multiple products and modules

• Define CMDB strategy, Event Management, Sec Ops (SIR, VR), and CSM integrations

• Provide technical leadership, mentorship, and oversight of development teams

• Conduct architecture/design reviews and guide sprint planning

• Establish development standards, manage technical debt, and resolve complex issues

• Partner on capacity planning and delivery execution

Stakeholder Engagement & Platform Optimization

• Collaborate with cross-functional stakeholders (OCOO, OCTO, Customer Success, Security)

• Present architecture, strategy, and roadmap to leadership and customers

• Lead customer discussions on platform capabilities and API enablement

• Monitor performance and drive optimization across self-hosted and cloud environments

• Evaluate new Service Now capabilities and lead innovation initiative

• Support RFPs, audits, compliance reviews, and ATO activities

WORK EXPERIENCE:

• 5+ years of Service Now architecture, design, and implementation experience

• 5+ years leading Service Now technical teams

• Experience architecting self-hosted Service Now instances in IL4/IL5 or FedRAMP High environments (required)

• Experience designing customer-facing API solutions with external entity access

• Strong experience with Service Now AI/ML capabilities including Now Assist implementation

• Experience integrating Service Now with SAP platforms (BTP IAS/IPS, S/4HANA, HCSM) (preferred)

• Experience supporting DoD or Federal government customers with classified and unclassified systems (preferred)

• Demonstrated success implementing multiple Service Now products (ITSM, ITOM, CMDB, CSM, SPM, IRM, Sec Ops)

• Strong experience with Agile/Scrum methodologies, platform governance, and automated testing frameworks

QUALIFICATION:

• Minimum 4-year University degree in Computer Science, Information Systems, or related field, or equivalent work experience

• English: Fluent

• Travel: 0-10%

• Active or ability to obtain U.S. security clearance

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 116700-245600USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 451295 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: