Standardizing Global HR Service Delivery with ServiceNow

Written by Michael Henderson | Oct 4, 2024 5:58:27 PM

This global information services company embarked on a transformational journey to redefine and create a unified world-class HR function across 11 geographies.

Project Snapshot

22,500

employees connected to HR via a unified portal

HR and Payroll services delivered globally

global geographies accommodated

Client size: 22,000+

Client industry: Credit Reporting

Client location: Global

Key Challenges

	Technological disparity between major markets (U.S. and UK&I) and secondary/tertiary countries.
	Inconsistent HR experiences for employees across 11 different geographies.
	Need for global standardization of HR processes and services, many of which were being managed via email and spreadsheets.

Our Solution

Avoiding heavy customizations, Thirdera implemented Human Resources Service Delivery (HRSD) and Employee Center modules to create a comprehensive HR solution. Our HRSD Blueprint served as the basis for a controlled, stepwise rollout to ensure proper prioritization of activities that enable future business optimization.

Phase 1 (U.S., UK&I)
We deployed core ServiceNow HRSD capabilities, including Agent Workspace, notifications, routing, and Knowledge base. We also implemented Employee Center with AI search, company branding, and taxonomy features.

Phase 2 (global rollout)

Phase 1 services and workflows were extended to remaining geographies via a strategic and iterative approach to ensure alignment with country-specific requirements.

The Result

	Improved global HR experience The implementation resulted in enhanced service delivery for both HR teams and employees, with a unified Employee Center portal usable across functional areas.
	Standardization of HR services The configuration of simple HR services across multiple countries facilitated employee interactions with HR and Payroll.
	Increased efficiency and satisfaction The streamlined processes led to increased efficiency of HR teams and improved employee satisfaction through better HR service experiences.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

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