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ServiceNow HR

Upgrading from Email-Based HR Support to Modern ServiceNow HR Service Delivery

Michael Henderson January 13, 2025

Discover how this global medical equipment manufacturer revolutionized their employee experience by centralizing HR services and establishing a foundation for enterprise-wide digital transformation.

Project Snapshot

2,000+

HR cases submitted in first 2 months

>85%

employee CSAT

30+

HR services delivered globally
Client size: 18,000+ Client industry: Manufacturing Client location: Global

 

Key Challenges

alert exclamation point warning caution icon thirdera pink (2)

Multiple email boxes managing HR inquiries created inconsistent service delivery.
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Decentralized knowledge management across various systems hindered efficiency.
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Complex global operations requiring multi-language support and country-specific processes.
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Heavy SAP SuccessFactors HCM investment needed seamless integration with new service delivery platform.

 

Our Solution

Thirdera implemented a comprehensive ServiceNow HR Service Delivery transformation while laying groundwork for enterprise-wide service management

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HR Service Delivery Implementation
Deployed HR Case Management with Employee Center Pro, enabling self-service and streamlined case handling through HR Agent Workspace.
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Global Service Strategy

Implemented 30+ HR services with balanced approach to global standardization and local requirements, supporting 6 languages with 3 more planned.
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Strategic Integration

Leveraged Boomi for SAP SuccessFactors integration, synchronizing critical employee data while preparing for future ITSM implementation.
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Knowledge Management

Established governance process for knowledge base consolidation, enabling systematic migration of content.

 

The Result

Enhanced global reach
Successful deployment across 100 countries with multi-language support.

Improved service efficiency
Email-to-case configuration ensures smooth transition while driving toward self-service adoption.
 

Future value opportunities
Client is positioned for continued transformation with plans for GenAI enhancements, ITSM implementation, and maturation of knowledge management capabilities.

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.

Contact us today to discuss your next project and enter a new era of ServiceNow partner experience.

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WRITTEN BY

Michael Henderson

Michael has been a content marketing professional in the ServiceNow space for over 10 years. His focus is developing engaging content that empowers clients to make informed decisions throughout their service management journey.
[case-study, servicenow-hr] [Case Study, ServiceNow HR]

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