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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.

Principal Architect (ServiceNow)