Project Manager, CRM Transformation & ServiceNow Delivery

Pay Rate: $40 - $42 per hour

Summary:

• Location: Sandy Springs, GA
• Work Mode: Hybrid
• Duration: 12 Months

Responsibilities:

• Lead the migration of customer service operations from Salesforce CRM to the ServiceNow Customer Service Management (CSM) platform.
• Coordinate stakeholders, manage project execution, and drive business process transformation.
• Ensure successful implementation of the ServiceNow platform across the organization.
• Participate in solution design, workflow development, platform configuration decisions, testing activities, and implementation planning.
• Facilitate discussions with senior leadership and partner with administrators, developers, business teams, vendors, and implementation partners.
• Coordinate the migration of multiple business units, workflows, integrations, and external partners into the ServiceNow ecosystem.
• Ensure business continuity, stakeholder alignment, and adoption throughout the transformation journey.

Requirements:

• Minimum 8 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.
• Minimum 5 years of experience working within customer service, contact center, case management, or customer experience environments.
• Minimum 3 years of direct experience with ServiceNow applications, with preference for ServiceNow Customer Service Management (CSM).
• 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.

Preferred Skills:

• 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.