Principal Architect (ServiceNow)

DHL; Cyberjaya; Hybrid; Confidential; Full time

Benefits offered by this job

Hybrid work arrangements

Medical coverage (outpatient/inpatient

Flexi benefit plan

Earned public holidays off

Free parking

Job summary

DHL IT Services in Cyberjaya is seeking a Principal Architect (ServiceNow Solutions Lead) to drive the design and implementation of advanced ServiceNow solutions. You will lead CSM workspaces using UI Builder, drive platform engineering, and ensure upgrade-safe configurations aligned with enterprise roadmaps.

The role demands 10+ years in IT with 5+ years in ServiceNow engineering, CIS in CSM, strong JavaScript, ATF, IntegrationHub, and DevOps practices.

Qualifications

• Minimum of 10 years in IT, with 5+ years specializing in ServiceNow engineering and implementation.
• Deep, proven expertise in the ServiceNow CSM module is mandatory.
• High proficiency in JavaScript, Glide scripting, Flow Designer, and UI Builder.
• Platform engineering experience with ATF, Git integration, and platform health tools.
• Experience with Agile methodologies and DevOps practices.
• Familiarity with cloud platforms such as AWS, Azure, or GCP.
• Excellent communication and stakeholder management skills.

Responsibilities

• Architectural Alignment: translate business requirements into scalable, upgrade-safe designs.
• CSM & UI Innovation: configure CSM workspaces using UI Builder for modern agent experiences.
• Engineering Excellence: implement ATF to validate configurations and support upgrades.
• DevSecOps Governance: manage lifecycle with Git and update set best practices.
• Integration Engineering: architect secure integrations using REST/SOAP APIs and IntegrationHub.
• Performance Diagnostics: conduct node-level diagnostics to optimize speed.
• Technical Mentorship: establish coding standards and conduct peer reviews.

Skills

JavaScript

Glide scripting

Flow Designer

UI Builder

ATF

Git integration

IntegrationHub

REST APIs

SOAP APIs

MID Server

Platform health tools

Architectural design

Education

Certified Implementation Specialist (CIS) in CSM

CAD or ArchX accreditation (preferred)

Tools

ServiceNow

ATF

Git

Job description

Start your IT career with us!

Principal Architect (ServiceNow Solutions Lead)

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Digitalization. Simply delivered. At IT Services, we are passionate about technology. Our team is continuously expanding. No matter your level of proficiency, you can always grow within our diverse environment.

#DHL #DHLITServices #GreatPlace

Grow together

As a ServiceNow Solutions Lead, you will be the technical authority for the ServiceNow platform within IT Services. You will lead the design and implementation of advanced solutions, focusing primarily on the Customer Service Management (CSM) module. Your expertise in UI Builder, platform engineering, and performance optimization will be pivotal in delivering high-performance user experiences that align with the strategic roadmap set by the DHL Express Enterprise Architecture team.

Key Responsibilities:

• Architectural Alignment: Partner with DHL Express Enterprise Architects to translate business requirements into scalable, "upgrade-safe" technical designs.
• CSM & UI Innovation: Lead the end-to-end configuration of CSM workspaces using UI Builder, ensuring modern and intuitive agent experiences.
• Engineering Excellence: Implement ServiceNow Automated Test Framework (ATF) to validate configurations and ensure seamless platform upgrades.
• DevSecOps Governance: Manage the development lifecycle using Source Control (Git) and update set best practices to ensure code integrity and peer validation.
• Integration Engineering: Architect secure, bi-directional integrations using IntegrationHub, REST/SOAP APIs, and MID Servers to connect ServiceNow with the wider DHL ecosystem.
• Performance Diagnostics: Conduct node-level diagnostics and slow query analysis to optimize platform speed and user responsiveness.
• Technical Mentorship: Establish coding standards and conduct peer reviews to foster a culture of technical excellence within the development squad.

This role offers an exciting opportunity to lead transformative projects within a dynamic team, leveraging cutting-edge ServiceNow capabilities to enhance customer service operations.

Ready to embark on the journey? Here’s what we are looking for:

• Experience: Minimum of 10 years in IT, with 5+ years specializing in ServiceNow engineering and implementation.
• Module Expertise: Deep, proven expertise in the ServiceNow CSM module is mandatory.
• Technical Mastery: High proficiency in JavaScript, Glide scripting, Flow Designer, and UI Builder.
• Platform Engineering: Hands-on experience with ATF, Git-integration, and platform health tools.
• Certifications:
• Required: Certified Implementation Specialist (CIS) in CSM.
• Preferred: Certified Application Developer (CAD) or Architecture Excellence (ArchX) accreditation.
• Opportunity: Continuous professional development is encouraged, including potential sponsorship for advanced Architect-level certifications based on performance and business needs.
• Desirable Skills:
• Experience with Agile methodologies and DevOps practices.
• Familiarity with cloud platforms such as AWS, Azure, or GCP.
• Strong communication and stakeholder management skills

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Outpatient (unlimited) and inpatient medical coverage for employees.
• Personalized flexi benefit plan for you and your family.
• Choose any day off from earned public holidays, including Saturdays and ad-hoc holidays to spend with your loved ones.
• Modern offices with free parking space.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other protected characteristic.