Transforming HR Processes with ServiceNow HRSD

The challenges in HR operations today are multifaceted. As your organization grows, so do the complexities of managing employee needs across different departments, locations, and time zones. Manual processes, scattered data, and legacy systems create bottlenecks that slow down response times and hinder your ability to provide a consistent employee experience. For HR teams, this means spending more time on administrative tasks and less on strategic initiatives that drive business value. The need for automation and centralized systems isn’t just about efficiency it’s about staying competitive in a market where top talent demands seamless interactions and quick resolutions.

Additionally, the modern workforce expects quick resolutions, personalized experiences, and accessible HR services. Yet, many organizations still rely on fragmented systems that frustrate employees and lead to inefficiencies. Consider this: according to a recent Deloitte survey, 80% of HR leaders are focused on improving employee experience, but only 22% believe their organizations excel at it. This gap between expectation and capability isn’t just a minor inconvenience it’s a potential risk to employee morale, productivity, and ultimately, your bottom line.

These challenges underscore the urgent need for a solution that can unify HR processes, reduce manual workloads, and enhance the overall employee experience. ServiceNow HR Service Delivery (HRSD) is designed to meet these needs by providing a single platform that automates HR tasks, integrates seamlessly with your existing systems, and delivers a consistent experience across your entire organization.

Now, let’s explore ServiceNow HRSD in HR operations, emphasizing its key advantages, functionalities, and practical applications in real-world scenarios. Discover how it can benefit your business and how you can leverage it to its fullest potential with the help of ServiceNow Elite Partner, Jade Global.

Enhancing Employee Experience from Hire to Retire with ServiceNow HRSD

ServiceNow HR Service Delivery (HRSD) focuses on great employee experience by delivering employee-centric innovations and partner integrations. HR Service Delivery ensures productivity by providing help and guidance to employees and making HR-related queries solved easily by providing everything in one place. For organizations on a strategic level, it ensures reducing costs with AI-driven Self-Service and streamlined case resolution.

HRSD Enhances employee experience starting from their very first interaction with the company even before they are hired. HR helps in each and every step of the employee journey starting from activities done in the Pre-hire stage till they exit the company or get re-hired. ServiceNow offers its very own solution to knit the lifecycle of the employee journey using Lifecycle events. We’ll explore all the topics in detail as we progress through this blog.

Revolutionizing HR Operations with ServiceNow

Pre-Hire: Setting the Stage for Success

HRSD enhances the employee experience right before they even start working. ServiceNow HR Service Delivery comes with an abundance of features to streamline various processes during the lifecycle of the employee experience.

The journey begins with the pre-hire phase, where HR teams collaborate with hiring managers to define job roles, create requisitions, and initiate the recruitment process. ServiceNow HRSD simplifies this stage by automating job postings across various channels, managing candidate applications, and facilitating seamless communication between recruiters and hiring managers. This ensures a structured approach to talent acquisition, enhancing the efficiency of the recruitment process and laying a solid foundation for the candidate experience.

Pre-Boarding

During the pre-boarding phase, ServiceNow HRSD helps organizations engage prospective employees effectively before their official start date. Automated workflows guide HR teams in preparing offer letters, conducting background checks, and initiating necessary paperwork such as tax forms and benefits enrollment. This proactive approach reduces administrative burdens and allows new hires to focus on their upcoming role, fostering a positive initial impression and setting expectations for a smooth transition.

On-Boarding

Onboarding marks the beginning of an employee's journey within the organization and plays a crucial role in shaping their experience and integration into the company culture. ServiceNow HRSD transforms onboarding into a streamlined and personalized experience through automated tasks, personalized welcome messages, and curated resources. New hires can complete required training modules, review company policies, and access essential information about their team and job responsibilities—all within a unified platform that promotes engagement and accelerates time-to-productivity.

Day 1, Week 1, Month 1: Guiding New Hires to Success

The first days, weeks, and months at a new job are critical for employee engagement and retention. ServiceNow HRSD supports HR teams in providing continuous support and guidance to new hires through structured check-ins, feedback mechanisms, and milestone celebrations. Automated reminders ensure that key activities, such as goal-setting meetings and performance reviews, are conducted on schedule, fostering clarity and alignment from the outset.

Overall Employee Journey - Daily HR-Related Activities

Beyond the initial phases, ServiceNow HRSD supports the overall employee journey by facilitating ongoing development, performance management, and career progression. HR professionals can leverage the platform to automate performance reviews, facilitate learning and development opportunities, and track employee feedback and recognition. By nurturing continuous growth and engagement, ServiceNow HRSD helps organizations create a culture of excellence and innovation that retains top talent and drives business success.

Off-Boarding

When employees transition out of the organization, whether due to retirement, resignation, or other reasons, ServiceNow HRSD ensures a seamless offboarding process. Automated workflows manage exit interviews, retrieve company assets, and deactivate access to systems and facilities. This structured approach not only preserves organizational knowledge but also upholds positive relationships with departing employees, fostering goodwill and potential future engagements.

Re-hire: Streamlining Return Engagements

In cases of re-hiring former employees or engaging with alumni networks, ServiceNow HRSD simplifies the re-entry process. HR teams can access historical data, streamline re-employment documentation, and facilitate retraining or re-orientation as needed. This agile approach to re-hiring strengthens organizational agility and retains valuable institutional knowledge, contributing to long-term success and employee satisfaction.

HRSD ServiceNow Key Component

• Case and Knowledge Management: The Case and Knowledge Management application facilitates the standardization of documenting, interacting with, and fulfilling employee inquiries and requests. This systematic approach enhances HR efficiency and service delivery progressively.

• Lifecycle Events:

  Lifecycle Events enable the fulfillment of HR cases that are related to various employee journeys and transitions. The Lifecycle Events app helps to facilitate daily activities among various cross-functional processes and departments. It makes completing processes that relate to an employee's daily life more efficient and easier.

  Lifecycle events ensure that HR processes are managed efficiently, with clear visibility and accountability at each stage of handling employee requests and inquiries.

• Bulk Case Creation:

  You can streamline HR case creation by using bulk cases, which allow you to create identical cases for multiple employees simultaneously. This approach saves time and effort, especially for tasks such as onboarding new hires, addressing payroll issues, or managing annual recertification processes.

  Bulk cases in HR enable you to define specific values for groups of employees, ensuring efficiency across similar tasks. Additionally, for employees without an existing HR profile, such as new hires, an HR profile is automatically generated as part of the bulk case creation process.

• E-Signatures: HR

  E-signature is a standalone signature feature designed for managed documents and knowledge articles attached to HR tasks for fulfillment. It offers three types of signing capabilities: Acknowledgment, Credential, and Signature, and supports two document types: Managed Documents and Knowledge Articles.

  Please note that HR e-signature is specifically intended for internal, non-legal acknowledgment purposes.

• Employee Documents:

  HR Document Templates in ServiceNow enable the creation and customization of reusable HR documents such as employee verification letters, non-disclosure agreements, offer letters, and educational reimbursement agreements. They support field mapping and variable use from available tables to personalize documents with dates, names, and signatures. These templates also facilitate capturing multiple e-signatures and automatically generating PDF files once all signatures are obtained.

  Two types are available: HTML templates for dynamic content and PDF templates for fixed formatting and consistency.

• Employee Journey Management:

  Employee Journey Management integrates HR Service Delivery functionalities and applications to empower employees, managers, and the organization in initiating and overseeing journeys that enhance employee engagement and productivity.

  Various applications, plugins, integrations, and features support Employee Journey Management. Each of these components may have specific requisites and prerequisites that must be fulfilled for seamless functionality. Some Applications are:

  • Learning Posts
  • Listening Posts
  • Machine Learning for HR Service Delivery etc.
• Alumni Portal: The Alumni Service Center (ASC) provides a way to stay connected with former employees and non-employees like volunteers and contractors. It acts as a portal to provide unique content, services, and community. The Alumni Portal helps in maintaining relationships with former employees and other external audiences.

• Employee Center:

  The ServiceNow Employee Center portal serves as a versatile, multi-department platform designed for service delivery and employee engagement. It enables organizations to scale their service solutions seamlessly across departments such as IT, HR, Workplace, Legal, and Procurement using digital workflows.

  With the Employee Center Pro subscription, this unified portal extends beyond basic service delivery to facilitate enhanced communication, engagement, and content experiences for employees. It serves as a comprehensive hub where employees can access services, interact with departments, and engage with relevant content, fostering a productive and collaborative work environment.

• Integrations: ServiceNow HR Service Delivery (HRSD) offers extensive integration capabilities through IntegrationHub, allowing rapid integration with various tools in the market. If a specific tool lacks a predefined IntegrationHub spoke, alternatives like REST messages, scripted REST APIs, SOAP-based integration, and database integrations can be implemented to fulfill integration requirements efficiently. This flexibility ensures that ServiceNow HRSD can seamlessly integrate with diverse systems and processes to enhance operational efficiency and functionality.
• Candidate Journey Portal: It enhances your recruitment process with the Candidate Journey Portal in ServiceNow HRSD. Candidates receive real-time updates, easy access to their application status, and streamlined communication with your recruitment team. With integrated tools for scheduling, document submission, and feedback, it simplifies and accelerates hiring while significantly improving the candidate experience.
• Manager Hub: It increases managers' self-service and proactive engagement with their team by providing insights and recommended actions for what's most urgent and important to drive team success. Enable managers to grow as leaders through curated and personalized resources.

Jade’s Special ServiceNow Implementation Services

• Preview Documents Feature

Scenario: Imagine a situation where HR sends an offer letter, NDAs, and other documents to a candidate, and the candidate identifies an error in the shared document.

Solution: Implementing a preview feature allows the Talent Acquisition team to review offer letters and other documents before sending them to candidates. This process ensures that documents sent to candidates are accurate by generating an exact copy for review prior to distribution.

Process :

1. Assign a task to HR to review the document.
2. Assigned Person Clicks the button Start Work to start work.

3. A “Preview Document” Button appears that can generate a PDF preview of the document.

4. The generated document will be attached to the case and HR can verify the details and proceed.

• Integrations

1. Integrating ServiceNow with DocuSign

Problem Statement & Challenges: Generate a PDF document in ServiceNow. Provide it on a HR case for HR to review and approve. Send the document via integration to DocuSign and collect the response back from DocuSign if the Candidate takes the action.

Solution: Use the ServiceNow spoke to establish integration between ServiceNow and DocuSign. Create an HR case instead of HR Task and assign it to the HR as HR Task doesn’t have ability to generate the PDF based on the template provided.

2. Integrating ServiceNow with HireRight

The ServiceNow HireRight integration helped recruiters and hiring managers to initiate employment background and drug testing checks on candidates directly with the ServiceNow HR Service Delivery platform. We use REST API Integration to create a BGV request in HireRight for a particular candidate.

3. Integrating ServiceNow with an Application Tracking System

Problem Statement & Challenges: Integrating ServiceNow with Legacy Application tracking systems.

Solution: There are software available to provide solutions to Application tracking in the market. If you don’t find any spoke or the REST-based solution available for integrating with your application tracking system, go for database integration and transform maps. If no integration is possible between ServiceNow and your ATS, you can place a manual task in ServiceNow to serve the purpose and collect information from the ATS.

4. Integrating ServiceNow with HR Management Tool

Problem Statement & Challenges: Integrate ServiceNow with HR Management tool and provide the full-scale mapping of fields between the two tools.

Solution: The most critical piece of implementation of integration between ServiceNow and HR Management tool is the field information being exchanged between the two tools. While working on this integration you will find it helpful to gather the information on one-to-one field mapping, the number of fields being mapped in the integration, Organizational Unit information to send information to the correct unit

New Features in ServiceNow HR Service Delivery

1. ServiceNow Voice for HR

   The ServiceNow Voice for HR Agent Workspace delivers smooth interactive voice response (IVR) and calling experiences for both employees and agents by integrating a cloud contact center provider with the powerful features of the Agent Workspace for HR Case Management.

   Utilize ServiceNow Voice to manage inbound and outbound calls for service agents. Connect your ServiceNow instance with a third-party phone system like Amazon Connect. Show relevant data to aid HR agents during calls. Evaluate interactions between HR agents and employees through call recordings, metrics, and transcripts.

2. Admin Workspace for Service Providers

   The Admin Workspace for Service Providers (SPs) provides a unified view of service utilization and easy access to configuration options. This allows service provider admins to quickly identify and address potential service needs and gaps using comprehensive trended metrics. Furthermore, service provider admins can compare the unique needs of customers with those of their peers and the entire instance.

3. Video-Based Employee Communications

   Creating and connecting employee video content often involves cumbersome processes and multiple logins. Ensuring the right content reaches the appropriate audience is crucial in helping employees get what they need fast. Simplifying the video content posting process and enabling audience customization enhances the delivery of answers, reducing resolution time for inquiries and fostering better organizational communication.

   With Video-based employee communications, a feature of Employee Center Pro, content authors can effortlessly search and select videos, reducing the need to navigate between systems and logins. This seamless process expedites content creation. The capability to embed and share microsites, such as employee news, facilitates easy content delivery and provides more communication value. Additionally, organizations can enhance employee engagement by creating target audiences, and delivering customized news and content.

4. Experience and Service Feedback

   Experience and service feedback in the Employee Center portal allows administrators to gather insights directly from users regarding their user and service experiences. You can view all responses neatly on the Experience Feedback dashboard.

   The feedback types include:

   • Experience feedback: Users provide feedback on their overall portal experience.
   • Service feedback: Feedback is gathered on specific service interactions, such as Service Catalog item requests.
   • Survey feedback: Users respond to structured survey questionnaires.

   These feedback mechanisms help understand user sentiments and improve user satisfaction effectively.

Conclusion

Transforming HR processes with ServiceNow HR Service Delivery (HRSD) provides a strategic advantage by addressing manual workflows, fragmented systems, and inconsistent employee experiences. HRSD streamlines pre-hire activities, facilitates smooth offboarding and re-hiring, and integrates automation and centralization to boost efficiency and satisfaction. Key features such as Lifecycle Events, Case and Knowledge Management, and advanced integrations ensure a unified HR service delivery that meets modern workforce expectations.

With over 21 years of experience as a ServiceNow Elite Partner, Jade Global excels in delivering tailored ServiceNow implementation services. From initial implementation to ongoing support, we provide comprehensive services designed to maximize your ServiceNow investment and enhance your HR processes and employee experience.