Principal Architect (ServiceNow)

The Principal Architect (Service Now) role at DHL IT Services involves leading the design and implementation of advanced Service Now solutions, particularly in Customer Service Management. Candidates should have a minimum of 10 years of IT experience, with at least 5 years focused on Service Now. Required certifications include Certified Implementation Specialist (CIS) in CSM. The position offers opportunities for continuous professional development and a hybrid work environment. As a Principal Architect (Service Now), you will be the technical authority for the Service Now platform, focusing on Customer Service Management. You will lead the design and implementation of advanced solutions, ensuring high-performance user experiences. This role requires a minimum of 10 years in IT, with 5+ years specializing in Service Now engineering and implementation.

Start your IT career with us!

Principal Architect (Service Now 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

#Great Place ToWork 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 #Great Place

Grow together

As a Service Now Solutions Lead, you will be the technical authority for the Service Now 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 Service Now Automated Test Framework (ATF) to validate configurations and ensure seamless platform upgrades.
• Dev Sec Ops 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 Integration Hub, REST/SOAP APIs, and MID Servers to connect Service Now 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 Service Now 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 Service Now engineering and implementation.

• Module Expertise: Deep, proven expertise in the Service Now 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.

Start your IT career with us!

Principal Architect (Service Now Solutions Lead)

• With a global team of 5600+ IT professionals, DHL IT Services connects people&n Responsibilities
• Lead the design and implementation of advanced Service Now solutions, focusing on Customer Service Management.
• Partner with Enterprise Architects to translate business requirements into scalable technical designs.
• Implement the Automated Test Framework to validate configurations and ensure seamless platform upgrades.
• Manage the development lifecycle using Source Control and update set best practices.
• Architect secure integrations using Integration Hub, REST/SOAP APIs, and MID Servers.
• Conduct performance diagnostics and slow query analysis to optimize platform speed.
• Establish coding standards and conduct peer reviews to foster technical excellence. Skills
• Service Now
• Customer Service Management
• JavaScript
• Glide scripting
• Flow Designer
• UI Builder
• Automated Test Framework
• Git
• Integration Hub
• REST APIs
• SOAP APIs
• Agile methodologies
• DevOps practices
• Stakeholder management
• Technical mentorship
• Performance optimization
• Node-level diagnostics
• Slow query analysis