HB
Project Manager, CRM Transformation & ServiceNow Delivery
Hired by Matrix
🇺🇸 United States
On-site
Manager or above
1 week ago
$38.57 / hour
- CRM
- ServiceNow
- Salesforce CRM
1 week ago
Are you ready to build your career by joining a global financial institution? If so, our client is hiring a
Project Manager, CRM Transformation & ServiceNow Delivery.
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Position Type:
- Contract
- On-SiteÂ
- Successfully led one or more enterprise CRM migration programs from initiation through deployment.
- Extensive experience with ServiceNow, preferably Customer Service Management (CSM).
- Strong understanding of Salesforce CRM environments and migration strategies.
- Experience supporting contact centers, customer service organizations, or case management operations.
- Demonstrated success managing complex stakeholder environments with multiple business groups, vendors, and technology partners.
- Hands-on experience working within the ServiceNow platform, including workflow design, requirements translation, testing, and implementation support.
- Ability to quickly assess existing processes, identify improvement opportunities, and drive execution with minimal oversight.
- 8 -10+ years of experience managing enterprise technology, CRM, or customer service transformation programs.
- Demonstrated experience leading at least one large-scale CRM migration or platform transformation initiative.
- 5+ years of experience working within customer service, contact center, case management, or customer experience environments.
- 3+ years of direct experience with ServiceNow applications, with preference given to experience supporting.
- Experience managing third-party vendors, implementation partners, and cross-functional stakeholder groups.
- Experience leading requirements gathering, process redesign, testing, deployment, and post-implementation stabilization efforts.Â
- Lead the migration of customer service operations from Salesforce CRM to the ServiceNow Customer Service Management (CSM) platform.
- Focused on the planning, execution, and successful delivery of a large-scale enterprise CRM transformation impacting multiple departments, business functions, customer support operations, and external service providers.
- Serve as the primary delivery lead responsible for coordinating stakeholders, managing project execution, driving business process transformation, and ensuring successful implementation of the ServiceNow platform across the organization.
- Requires a unique blend of program leadership, CRM expertise, ServiceNow platform knowledge, and hands-on solution delivery capability.
- Expected to actively participate in solution design, workflow development, platform configuration decisions, testing activities, and implementation planning.
- Comfortable operating at both the executive and technical levels, facilitating discussions with senior leadership while partnering directly with administrators, developers, business teams, vendors, and implementation partners.
- Coordinating the migration of multiple business units, workflows, integrations, and external partners into the ServiceNow ecosystem while ensuring business continuity, stakeholder alignment, and adoption throughout the transformation journey. Â
If you think you'd be a good match, submit your resume and reach out to Trusha at 862-895-5719 to learn more.
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Project Manager, CRM Transformation & ServiceNow Delivery · Hired by Matrix