Case Management Migration Lead /Servicenow

Salesforce - Case Management Migration Lead Location: Preferably NY Duration: 12 Months contract Seniority Level: Senior Manager / Program Lead 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. Deep experience in CRM/case management platforms, data migration, regulatory requirements, and large‑scale transformation programs in financial services is essential. Responsibilities Develop and maintain program roadmap, timelines, milestones, risks, and resource plans. Act as 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 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. 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). #J-18808-Ljbffr Pegasus Knowledge Solutions, Inc.