Job: Salesforce 360 Data Governance Lead
Duration: 12 Months Contract
Job Location: 100% Remote
USC or GC Holder only
Position Summary
The Service360 Data Governance Lead is responsible for establishing and executing the data governance and data readiness strategy required for successful deployment of the Service360 platform. This role serves as the primary liaison among Business, IT, data, and implementation teams to define master data requirements, improve data quality, govern data ownership, and support successful master and transactional data conversion at go-live.
The role partners across the Service360 and other project teams to create a trusted, scalable, and sustainable data foundation. The position leads business alignment, data ownership, cleansing, transformation, reconciliation, cutover readiness, and post-go-live stabilization activities.
Primary Outcomes
• Business-approved requirements and ownership are established for each critical Service360 data domain.
• Master data is cleansed, standardized, deduplicated, and ready for migration.
• Transactional data transformation rules preserve business meaning and support Day 1 operations.
• Migration results are reconciled to source systems and approved by accountable business owners.
• Data-related go-live risks, defects, and decisions are visible, governed, and resolved through defined escalation paths.
• New governance processes are transitioned into ongoing business operations.
Key Responsibilities
Master Data Strategy and Governance
• Implement the Service360 Program data governance framework, decision rights, and operating cadence.
• Partner with Business Process Owners, Data Domain Owners, and data stewards to identify accountability for Customer, contact, product, asset, territory, resource, inventory, and other critical data domains required to support the Service360 program.
• Facilitate agreement on business definitions, data standards, naming conventions, lifecycle rules, required attributes, and quality thresholds.
• Identify gaps in governance processes for data creation, maintenance, approval, exception management, and retirement. Facilitate alignment with Data Domain Owners to close gaps.
• Maintain the data issue, decision, and risk backlog, including escalation and resolution tracking.
• Develop data quality metrics and governance scorecards for program and leadership review in preparation for go-live activities.
Business Requirements and Data Readiness
• Lead working sessions with business teams to define master and transactional data requirements by process and workstream.
• Translate business needs into user stories to direct the source-to-target mappings, transformation requirements, quality rules, reconciliation criteria, and acceptance criteria.
• Ensure data requirements remain aligned with Service360 process design, Salesforce object configuration, integrations, reporting, and Day 1 scope.
• Maintain traceability from business requirements through mapping, transformation, test evidence, reconciliation, and business approval.
• Facilitate cross-functional decisions and alignment where Customer, product, asset, service, inventory, or financial data spans multiple systems, business units, and other projects.
Master Data Cleansing and Quality Management
• Lead data profiling and quality assessments across legacy sources.
• Identify, quantify, prioritize, and remediate data issues that could affect migration, integration, reporting, compliance, or business continuity.
• Coordinate business-led cleansing of duplicate Customers and contacts, incomplete assets, invalid product hierarchies, inconsistent identifiers, missing ownership, and inaccurate territory or organizational assignments.
• Define repeatable cleansing rules, exception handling, and evidence requirements.
• Monitor progress through data quality dashboards, issue logs, readiness checkpoints, and business sign-offs.
• Ensure approved cleansed datasets are controlled and protected from regression before final conversion.
Transactional Data Transformation and Migration
• Partner with architects, migration leads, integration teams, and functional workstreams to define the migration and conversion approach.
• Lead business review and approval of source-to-target mappings and transformation specifications.
• Define how open and historical transactions will be converted, summarized, referenced, archived, or retained in legacy systems.
• Ensure transformation rules address status mapping, ownership, dates, units of measure, currencies, relationships, identifiers, and legacy-to-target cross-references.
• Coordinate mock conversions, dress rehearsals, migration validation, and reconciliation cycles.
• Confirm that migrated records and relationships support approved end-to-end business scenarios.
Go-Live, Cutover, and Hypercare
• Own the data workstream activities within the integrated cutover plan.
• Define cutover sequencing, data freezes, delta conversion, reconciliation checkpoints, approval gates, and rollback decision criteria.
• Coordinate final migration validation and business-owner sign-off.
• Ensure data defects are documented, prioritized, resolved, accepted, or deferred through an approved governance process.
• Support production validation and hypercare for data quality, conversion, integration, and reconciliation issues.
• Transition data ownership, stewardship routines, controls, and unresolved actions into the ongoing operating model.
Core Deliverables
• Governance: Data governance framework, domain ownership matrix, stewardship model, decision log.
• Requirements: Data requirements, business definitions, critical data elements, acceptance criteria.
• Quality: Data profiling results, cleansing plans, issue backlog, quality scorecards.
• Migration: Source-to-target mappings, transformation rules, conversion scope, exception rules.
• Validation: Reconciliation reports, defect disposition, test evidence, business approvals.
• Cutover: Data cutover plan, readiness dashboard, approval gates, rollback criteria.
• Sustainment: Post-go-live controls, stewardship procedures, operating metrics, transition plan.
Required Qualifications
• Bachelor's degree in Information Systems, Business Administration, Data Management, Engineering, or a related discipline.
• 7+ years of experience in data governance, master data management, data quality, data migration, or enterprise transformation.
• Experience leading business-facing data initiatives across multiple functions and stakeholder groups.
• Strong understanding of customer, product, asset, inventory, service, and operational data domains.
• Experience defining source-to-target mappings, transformation rules, reconciliation criteria, and migration acceptance evidence.
• Demonstrated ability to facilitate decisions, manage ambiguity, resolve cross-functional issues, and communicate with executive and operational stakeholders.
Preferred Qualifications
• Experience with Salesforce Service Cloud, Salesforce Field Service, or comparable CRM and field service platforms.
• Experience with Oracle ERP environments, enterprise customer master data, and ERP-to-CRM integrations.
• Knowledge of recognized data governance, master data management, and data quality practices.
• Experience in healthcare, medical device, field service, repair operations, or another regulated environment.
• Experience supporting large-scale platform deployments, cutovers, and hypercare.
Core Competencies
• Business partnership and requirements facilitation.
• Data governance and stewardship leadership.
• Master data management and data quality.
• Data mapping, transformation, migration, and reconciliation.
• Cross-functional decision-making and issue resolution.
• Program governance, risk management, and executive communication.
• Go-live readiness, cutover coordination, and operational transition.
Key Stakeholders
• Service360 Program Leadership and PMO.
• Business Process Owners and Data Stewards.
• Service, Repair, Commercial, Finance, Supply Chain, and Operations teams.
• Salesforce Solution and Data Architects.
• Data Migration, Integration, Testing, Validation, and Cutover teams.
• Corporate Master Data, ERP, Security, Compliance, and Reporting teams.
• Implementation and delivery partners.
Measures of Success
• Data ownership and stewardship are established for all in-scope domains.
• Business-approved quality and readiness thresholds are achieved before production migration.
• Migration cycles complete with documented reconciliation results and approved defect disposition.
• Required master and transactional data is available, accurate, related, and usable for Day 1 processes.
• Critical data risks are resolved or accepted before go-live through documented governance.
• Data-related disruption during cutover and hypercare is minimized.
• Ongoing governance controls and stewardship responsibilities are operational after deployment.
Role Placement and Decision Authority
This role operates as a Service360 program resource with direct accountability for data governance and readiness deliverables. The role should have authority to convene data owners, escalate unresolved data risks, require business approval of transformation and cleansing decisions, and recommend whether data readiness criteria have been met for deployment.
Best Regards,
Chetna
Chetna@smartcaliber.com
www.smartcaliber.com
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