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# Project Manager, CRM Transformation & ServiceNow Delivery

- **Company:** Hired By Matrix, Inc.
- **Location:** Atlanta, GA, United States
- **Experience:** Experienced
- **Salary:** $80,226
- **Contract:** Permanent contract
- **Skills:** ServiceNow Application Engine, Migration Manager, Salesforce.Com, Workflow Management Systems, ServiceNow Customer Service Management, Servicenow
- **Published:** November 2, 2026
- **Apply:** https://www.careerbuilder.com/job-details/project-manager-crm-transformation-servicenow-delivery-sandy-springs-ga--4d01de2e-685d-4ecf-a586-017a7f30b1c6

## About the Role

Customer Relationship Management (CRM), Project/Program Management, ServiceNow, Global Financial Markets, Customer Relationship Management (CRM), Project/Program Management, ServiceNow, Customer Service Management, Salesforce.com, Migration Strategy, * 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.

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.

## Description

* 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.