Solution Architect

Kyndryl; Bayan Lepas; On-site; MYR 180,000 - 360,000; Full time

Job summary

Kyndryl in Malaysia is seeking a Solution Architect specialized in ServiceNow to design, implement, and optimize enterprise-grade CSM solutions while guiding Agile delivery. You’ll translate business needs into scalable, secure platforms and lead cross-functional teams with a strong emphasis on architecture governance.

You'll drive AI-enabled capabilities, oversee integration patterns, and ensure alignment with broader technology strategy, delivering measurable business value in a hybrid,

Qualifications

• 8–10 years of solution architecture experience, including at least 3 years focused on ServiceNow (CSM).
• At least 3 years as a Scrum Master or Agile Delivery Lead in enterprise tech or digital transformation.
• Strong experience facilitating Agile ceremonies, backlogs and cross-functional teams.

Responsibilities

• Lead the architecture and design of enterprise ServiceNow solutions, with a focus on CSM.
• Evaluate opportunities via feasibility assessments and architectural reviews.
• Design and oversee ServiceNow Performance Monitoring and Predictive Analytics capabilities.
• Serve as Scrum Master/Agile Delivery Leader for ServiceNow teams, coaching Agile ways of working.
• Architect and oversee adoption of ServiceNow AI capabilities and cross-platform integrations.
• Oversee migration to ServiceNow Protected Platform (SPP) and ensure strategic alignment.
• Provide enterprise architecture guidance and ensure security, licensing, and standards compliance.
• Collaborate with stakeholders to standardize architecture and validate vendor solutions.

Skills

ServiceNow

CSM

Agile Delivery

Scrum Master

Enterprise Architecture

AI capabilities

Vendor management

Integration patterns

Cloud platforms

TOGAF

Communication

Tools

ServiceNow

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

Your Role

Your Role Are you passionate about designing enterprise-scale solutions, shaping technology strategy, and helping teams turn complex challenges into meaningful outcomes? As a Solution Architect - ServiceNow at Kyndryl, you’ll take a leading role in designing, implementing, and optimizing ServiceNow solutions across the enterprise. You’ll combine deep ServiceNow and enterprise architecture expertise with Agile delivery leadership, helping teams translate business needs into scalable, secure, and high-quality solutions. With a particular focus on ServiceNow Customer Service Management (CSM), AI capabilities, platform performance and enterprise integration, you’ll help drive digital transformation while ensuring solutions align with broader technology strategy and organizational objectives. You’ll also bring Agile leadership to the role, supporting high-performing delivery teams and embedding effective ways of working.

Your Future at Kyndryl

At Kyndryl, this role is the start of a long‑term architecture career—not a stopping point. As you grow your impact across complex, mission‑critical environments, you can progress into Lead and Principal Solution Architect roles, shaping platform strategy and influencing enterprise‑wide transformation. With continued growth, opportunities extend into Enterprise Architecture and senior technical leadership, supported by certifications, global exposure, and a strong architect community. At Kyndryl, your career grows in scope, influence, and impact.

What You Will Do

• Lead the architecture and design of enterprise ServiceNow solutions, with a preference for experience across Customer Service Management (CSM).
• Evaluate implementation opportunities through feasibility assessments and architectural reviews.
• Design and oversee ServiceNow Performance Monitoring and Predictive Analytics capabilities, enabling insight into system performance, adoption and process efficiency.
• Serve as a Scrum Master / Agile Delivery Leader for ServiceNow teams, facilitating ceremonies, supporting backlog management and coaching teams on Agile ways of working.
• Architect and oversee the adoption of ServiceNow AI capabilities, identifying opportunities to improve user experience, workflows and cross‑platform functionality.
• Explore integrations between ServiceNow AI capabilities and other Software-as-a‑Service (SaaS) solutions.
• Oversee migration of the existing platform to ServiceNow Protected Platform (SPP).
• Provide enterprise architecture guidance to ensure ServiceNow solutions align with broader technology strategy and architectural standards.
• Simplify and optimize ServiceNow access controls while balancing security requirements and licensing constraints.
• Collaborate with business, technology, Product Owners and other stakeholders to identify opportunities for standardization and architectural consistency.
• Provide independent technical validation of vendor solutions and implementation quality, acting as a technical authority for solution assurance and vendor accountability.
• Track and communicate Agile delivery metrics, providing transparency to senior leaders and program stakeholders.

Who You Are

• You’re good at what you do and possess the required experience to prove it.
• However, equally as important, you have a growth mindset and are keen to drive your own personal and professional development.
• You are customer‑focused, someone who prioritizes customer success in their work.
• And finally, you’re open and borderless, naturally inclusive in how you work with others.

Required Skills and Experience

• 8 to 10 years of solution architecture experience, including at least 3 years focused on ServiceNow, preferably including Customer Service Management (CSM).
• At least 3 years of experience as a Scrum Master or Agile Delivery Lead, ideally within enterprise technology or digital transformation programs.
• Strong experience facilitating Agile ceremonies, managing backlogs and coaching cross‑functional teams.
• Proven experience delivering successful large‑scale digital transformation initiatives.
• Experience with enterprise architecture frameworks and methodologies.
• Strong understanding of IT service management, business process automation and enterprise integration patterns.
• Experience in vendor management, technical validation and solution quality assurance.
• Strong analytical, problem‑solving, communication and facilitation skills, including the ability to explain complex technical concepts to diverse audiences.
• Ability to manage competing priorities across multiple workstreams while balancing the responsibilities of technical architecture and Agile delivery leadership.
• Experience leveraging or critically evaluating AI in work processes, decision‑making and problem‑solving, including AI‑powered tools, workflow automation and AI‑driven insights.

Preferred Skills and Experience

• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications.
• Certified ScrumMaster (CSM), Professional Scrum Master (PSM), or SAFe Scrum Master certification.
• Experience with cloud platforms and modern integration technologies.
• Knowledge of AI/ML technologies and their enterprise applications.
• TOGAF or similar enterprise architecture certification.
• Experience working within government or highly regulated environments.
• Familiarity with scaled Agile frameworks such as SAFe or LeSS within large enterprise programs.

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that Kyndryl’s number one driver of employee engagement is belonging. That sense of belonging, being a valued, respected, trusted member of the team, is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

• Your career with us isn’t just a job, it’s an adventure with purpose.
• We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow.
• Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health because we know that when you feel your best, you do your best.
• From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day.
• You’ll tackle meaningful projects that sharpen your skills and fuel your growth.
• We’re here to champion your journey, with tools to chart your career path, personalized development goals, continuous feedback and access to cutting‑edge learning opportunities, including certifications with Microsoft, Google and Amazon, as well as coaching and hands‑on experiences.
• You’ll develop in‑demand skills to grow your career and achieve your ambitions with access to cutting‑edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands‑on experiences.
• And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.