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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 Principal Service Now Architect, you will lead the design and implementation of advanced Service Now solutions, focusing on the Customer Service Management (CSM) module. Your expertise in UI Builder and performance optimization will be pivotal in delivering seamless, high-performance user experiences that align with business objectives.

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 SecOps 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 energetic 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 Java Script, 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 career development is encouraged, including potential sponsorship for advanced Architect-level certifications based on performance and business needs.

Desirable Skills:

- Experience with Agile methodologies and Dev Ops 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.
- Annual Leave: 42 days off apart from Public / National Holidays.
- Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
- In House training programs: professional and technical training certifications.

📌 Principal Architect ( Service Now) (India)
🏢 DHL INFORMATION SERVICES (INDIA
📍 India