Case Management Manager
The Role
Stakeholder Engagement & Governance
- Collaborate with stakeholders to review change requests and assess business needs.
- Initiate and facilitate process governance discussions to ensure alignment with organizational standards and best practices.
- Provide subject matter expertise on case management processes and system functionality.
Testing & Continuous Improvement
- Providing oversight of testing activity for system enhancements and continuous improvement initiatives.
- Validate requirements, identify defects, and ensure that updates meet operational and quality standards.
- Recommend improvements that optimize workflows and advance user experience.
Development Coordination
- Facilitate daily development calls to review current workload, prioritize activities, and ensure transparency across in progress work.
- Partner with technical teams to guide the development lifecycle and support timely delivery of enhancements.
Work Environment
- Operate effectively in a fully remote role, demonstrating accountability, communication, and self‑management.
- Contribute to a collaborative and high‑performing team culture.
- This role will require working US hours.
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The Requirements
Core Competencies
- Exceptional written and verbal communication skills, with the ability to convey complex information clearly.
- Strong attention to detail and organizational skills, ensuring accuracy across documentation and testing activities.
- Ability to collaborate effectively with stakeholders across technical and business functions.
- Critical thinking and analytical problem‑solving skills, aligned to process standards and best practices.
- Self‑motivated and able to manage aggressive timelines without direct supervision.
Technical Skills
- Advanced proficiency in ServiceNow, including end to end navigation and deep technical understanding to support development efforts.
- Experience coordinating testing cycles, validating system changes, and supporting platform enhancements.
Additional Preferred Skills
- Understanding of finance and HR processes is considered a plus.