Senior IT Solutions Consultant - ServiceNow

DHL Asia Pacific Shared Services Sdn Bhd; Cyberjaya; Hybrid; MYR 120,000 - 150,000; Full time

Job summary

A leading global logistics company is seeking a Senior Solutions Consultant to join their ServiceNow team in Cyberjaya, Malaysia. The ideal candidate will be responsible for designing and implementing ServiceNow solutions while collaborating closely with product stakeholders. Candidates should have over 8 years of experience in ServiceNow and a strong understanding of ITIL processes. The position offers a hybrid work arrangement and extensive medical benefits.

Benefits

Hybrid work arrangements

Unlimited outpatient medical coverage

Personalized flexi benefit plan

Flexible public holiday choices

Modern office with free parking space

Qualifications

• 8+ years of experience in ServiceNow solution design and implementation.
• Strong understanding of ITIL processes and IT service management principles.
• ServiceNow certifications are highly desirable.

Responsibilities

• Act as the technical lead for ServiceNow solutions.
• Design and configure ServiceNow applications and workflows.
• Conduct workshops to validate requirements with stakeholders.

Skills

ServiceNow solution design

Consultative skills

ITIL processes

Problem-solving skills

Communication skills

Agile methodologies

Education

Bachelor’s degree in computer science or related field

Tools

ServiceNow

REST

SOAP

Job description

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. All our locations have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Grow Together

As we continue to grow, we are looking for a highly skilled Senior Solutions Consultant to join our ServiceNow team.

In this role, you will act as a trusted advisor and technical expert, helping design, configure, and implement ServiceNow solutions that meet business requirements and deliver measurable value across DHL Group. You will work closely with the Product Manager and Product Owner to ensure that platform capabilities align with strategic objectives and technical feasibility. This position requires a strong mix of technical expertise, business acumen, and consultative skills. You will join us on a journey to simplify and modernize our Service Management Platforms and drive transformation.

Your role:

• Serve as the technical lead and subject matter expert for ServiceNow solutions across multiple modules (e.g., ITSM, ITOM, SPM, HRSD, CSM).
• Collaborate with the Product Manager and Product Owner to translate business requirements into scalable and maintainable technical designs.
• Support the creation of a product roadmap based on the defined requirements and priorities.
• Design and configure ServiceNow applications, workflows, and integrations in line with best practices.
• Conduct solution workshops with stakeholders to validate requirements and propose optimal configurations.
• Provide technical guidance to development teams and ensure adherence to architectural standards.
• Perform impact analysis for new features and changes, ensuring minimal disruption to existing services.
• Work closely with end‑users and stakeholders to gather requirements, provide updates, address concerns, and ensure user satisfaction and adoption of new solutions.
• Stay up to date with ServiceNow releases and innovations, advising opportunities for improvement.

As a Senior Solutions Consultant, you will work closely with the Product Manager and Product Owner to:

• Validate technical feasibility of roadmap items and provide input on prioritization.
• Ensure alignment between business objectives and technical implementation.
• Participate in release planning and sprint reviews, offering technical insights and recommendations.
• Act as a bridge between business stakeholders and technical teams, ensuring clarity and quality in solution delivery.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field.
• Extensive experience (8+ years) in ServiceNow solution design and implementation, ideally across multiple modules.
• Strong understanding of ITIL processes, IT service management principles, and enterprise IT environments.
• Experience with ServiceNow architecture, development best practices, and integration technologies (REST, SOAP).
• Excellent consultative and communication skills, with the ability to engage effectively both technical and business stakeholders.
• Strong problem‑solving skills and the ability to make informed decisions.
• ServiceNow certifications (e.g., Certified Implementation Specialist, Certified Application Developer) are highly desirable.
• Familiarity with agile methodologies and collaborative delivery frameworks.
• Intercultural experience and proven ability to work in globally, distributed, multicultural teams.
• Excellent English language skills (both written and spoken).

Benefits

• 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.