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.

WTW is an Equal Opportunity Employer