Case Management Migration Lead /Servicenow

Pegasus Knowledge Solutions, Inc.; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

A finance consulting firm is seeking a Salesforce - Case Management Migration Lead to oversee a critical migration project for a large financial institution. The ideal candidate will have 7–12 years of experience in Salesforce CRM and case management, along with a proven track record in delivering successful platform migrations. Responsibilities include developing program roadmaps, managing communication across business units, and ensuring regulatory compliance throughout the migration process. This role demands in-depth knowledge of financial services regulations and excellent stakeholder management skills.

Qualifications

• 7–12+ years experience in Salesforce CRM, case management, or enterprise platform transformation.
• Proven track record delivering platform migrations.
• Strong understanding of financial services regulatory requirements.

Responsibilities

• Develop and maintain program roadmap, timelines, and resources.
• Act as primary point of accountability for delivery.
• Coordinate integration activities between new case platform and core systems.

Skills

Salesforce CRM

Case Management

Stakeholder Management

Data Migration Strategies

Agile/Hybrid Delivery

Tools

ETL tools

API Integration Patterns

Job description

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).