Description

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.

Qualifications

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

WTW is an Equal Opportunity Employer

Case Management Manager

About this role