Job title : Servicenow- Case Management Migration Lead.
Location: Remote - Preferably NY
Duration : 12 Months contract
Summary
The Case Management Migration Lead will oversee the end-to-end migration of the enterprise case management capability from Salesforce to a new strategic platform for a large financial institution. This role will be responsible for planning, designing, coordinating, and executing a highly complex, regulated, and business-critical system migration that impacts customer service operations, compliance, risk, and IT.
The ideal candidate has deep experience in CRM/case management platforms, data migration, regulatory requirements, and large-scale transformation programs in financial services.
Responsibilities:
- Lead the full lifecycle of the Case Management migration program (discovery design build migration go-live stabilization).
- Develop and maintain program roadmap, timelines, milestones, risks, and resource plans.
- Act as the primary point of accountability for delivering the new case management capability.
- Manage communication and expectations across all impacted business units.
- Translate business requirements into detailed functional and technical specifications.
- Work with architects and platform SMEs to design case types, routing logic, SLAs, automation, and reporting.
- Ensure the new platform meets required security, compliance, and audit standards.
- Oversee data discovery, cleansing, mapping, transformation, and migration procedures.
- Work with data engineers and integration teams to design pipelines for cases, comments, attachments, and audit history.
- Ensure integrity, completeness, and reconciliations of migrated data.
- Coordinate integration activities between the new case platform and core systems, workflow engines, knowledge bases, and communication channels.
- Oversee hypercare and post-go-live stabilization.
Qualifications & Experience
Required
- 7 12+ years experience in Salesforce CRM, case management, or enterprise platform transformation.
- Proven track record delivering platform migrations, ideally Salesforce ServiceNow / MS Dynamics / custom platform.
- Strong understanding of financial services regulatory requirements: audit, retention, data privacy, access control, complaint management, etc.
- Knowledge of data migration strategies, ETL/iPaaS tools, and API integration patterns.
- Experience working in Agile/Hybrid delivery environments.
- Excellent stakeholder management and communication skills.
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Preferred
- Experience in banking, insurance, wealth management, or fintech.
- Certifications such as Salesforce Administrator, ServiceNow CSM, PMP, PRINCE2, or Scrum Master.
- Familiarity with customer operations, call centers, complaints handling, or regulatory case processes.
- Prior experience with large-scale data migrations (millions of records).
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