• Lead the creation, drafting, and development of case workflow diagrams (e.g., intake, triage, investigation, review/approval, closeout, and archival). • Validate workflow logic, roles, states, transitions, SLAs, and exception paths; maintain versioned workflow documentation. • Collaborate with business owners and technical teams to align workflows with operational policies and compliance requirements. • Lead the creation, drafting, and development of case metadata: entities, attributes, permissible values, reference data, and lifecycle rules. • Establish metadata governance practices (data definitions, owners/stewards, quality rules, and change control). • Map metadata to systems of record (e.g., Salesforce objects, Box folders/metadata templates) and integration points. • Design and produce professional-grade spreadsheets for metadata metric reporting (e.g., case volumes, cycle times, backlog, SLA adherence, aging, bottlenecks). • Build parameterized, auditable reporting templates (tabs, pivots, filters, data dictionaries, refresh instructions). • Ensure data lineage, reconciliation, and refresh procedures are documented and repeatable. • Partner with platform teams to ensure accurate Box.com and Salesforce data integration supporting workflows and metadata reporting. • Participate in solution testing for workflow changes, metadata updates, and reporting enhancements. • Facilitate workshops, capture requirements, and translate business needs into workflow diagrams, metadata models, and reporting specifications. • Provide training materials and quick-reference guides for end users and managers. • Maintain change logs and contribute to Configuration Control processes for updates to workflows, metadata, and reports.