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The New Hire Onboarding Experience at ServiceNow

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Learn how we are modernizing our own HR processes at ServiceNow by taking a deeper look at the onboarding experience.

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The New Hire Onboarding Experience at ServiceNow

  1. 1. Now on Now Modernizing HR and the New Hire Onboarding Experience at ServiceNow Jeffrey Gore Director, HR Product Management Danielle Lulley Sr. Manager, HR Business Systems & Applications
  2. 2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Speaker introduction Danielle Lulley Sr. Manager, HR Business Systems & Applications ServiceNow Jeffrey Gore Director, HR Product Management ServiceNow
  3. 3. 3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Today’s topics Outcomes and key lessons learned 3 How we implemented ServiceNow Enterprise Onboarding 2 New hire onboarding challenges 1
  4. 4. 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. “We spend a third of our lives at work, so we need to make our employees’ work experiences the best they can be – across every moment that matters – and that journey starts with new hire onboarding. Make a great first impression.” - Pat Wadors, Chief Talent Officer, ServiceNow
  5. 5. 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. AlumniOff BoardingNew ChildOnboarding Pre-Hire Performance Review Learning Relocation Payroll Issue Leave of Absence Promotion Onboarding is just one of the moments that matter on an employee’s journey
  6. 6. 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Consumer experiences are driving expectations for a modern onboarding experience “Leading HR organizations aspire to provide a consumer-grade customer experience to their workforce…” Market Guide for Integrated HR Service Delivery Solutions, 2017
  7. 7. 7 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Focus on content and interactions • What do I need to do? • Where am I in the process? • Which system or department? • Who can help? Talent Mgt. Benefits Payroll Security Expenses Travel Recruiting Facilities Stock Plans Core HR IT Employee Relations Relocation Mobility Support
  8. 8. 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Focus on content and interactions Talent Mgt. Benefits Payroll Security Expenses Travel Recruiting Facilities Stock Plans Core HR IT Employee Relations Relocation Mobility Support HR Service Delivery • Access relevant and personalized information • Guided to the right systems and departments • Get high-touch help when needed
  9. 9. 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. HR FACILITIES FINANCE FINISHSTART Unstructured Incomplete Untimely| | IT Onboarding and Transitions doesn’t work well in silos
  10. 10. 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. FINISHSTART FINISHSTART HR FACILITIES FINANCE Enterprise Service Delivery Platform IT Consistent Experience | Easy to Deploy Enterprise service delivery approach to onboarding
  11. 11. 11 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Enterprise Onboarding and Transitions goals Use Cases Employee Onboarding Employee Off-boarding Employee Location Change (Domestic or International) Employee Org Change Employee Promotion Goals Distributed Management Consumerized Employee Experience Improved New Hire Time to Productivity Increased Departmental Productivity Best Practice Analytics
  12. 12. 12 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Lifecycle Event Activity Sets Activities Enterprise Onboarding and Transitions event definition Onboarding Pre-boardingPre-hire Day one Background Check / Drug Screen Complete 19 Select Equipment Setup Office Create Badge Setup Payroll
  13. 13. 13 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Enterprise Onboarding example Day 1 Day 30Pre-boardingOffer AcceptanceOffer Generation Wait for Start Date Wait for Start Date + 30 Days Task to HR: Generate offer (all) Task to HR: Email offer to new hire (US) Task to HR: Mail offer to new hire (UK) Task to New Hire: eSign offer letter (US) Task to New Hire: Print, sign and fax accepted offer (UK) Task to New Hire: Order hardware and software (all dev) Task to Hiring Manager: Order hardware and software (non dev) Request to IT: Generate active directory account (all) Request to Facilities: Set up office space Task to HR Coordinator: Collect I-9 documents (all US) Task to Hiring Manager: Pick up new hire from orientation (all) Survey to New Hire: Onboarding survey (all) Task to Hiring Manager: Complete 30 day evaluation (all)
  14. 14. 14 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Implementing ServiceNow Enterprise Onboarding
  15. 15. 15 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Enterprise onboarding challenges New Hire Expectations from positive consumer experiences raise the bar in the workplace Manual Processes make work inefficient, time- consuming, frustrating, and error-prone Multiple Systems and Departments impair coordination of activities and request fulfillment Limited Visibility makes it hard to measure progress and know where to make improvements
  16. 16. 16 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Enterprise onboarding project scope • U.S. full-time employees and interns • Migrate from a custom onboarding solution • Leverage OOTB as much as possible • Eliminate as many manual processes/workarounds as possible
  17. 17. 17 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. GO LIVE Aggressive phase 1 timeline Business Requirements Review Hack-a-thon Continuous refinements Prototype and unit testing Integration Testing and go-live preparations 2017 | Aug Sept Oct Nov Dec | Jan (2018) Feb Mar Apr May Kickoff
  18. 18. 18 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Enterprise onboarding architecture Workday Publish ServiceNow Push Location Cost Center Job Profile HR Profile & AD Info Worker Data WorkdayConnector System of Record System of Engagement Applicant Tracking System Enterprise Onboarding and Transitions
  19. 19. 19 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Enterprise onboarding tasks and activities Start Onboarding Account Creation and Login Information Background Check Pre-boarding Background Check Employee Record IT Fulfillment Policies Day 1 Prep Day 1 Onboarding Complete Complete New Hire Profile Onboard Workspace Request Anti-Harassment Acceptable Use Code of Conduct & Ethics Health and Safety Anti- Corruption Functional Office Physical Security Standards Information Security Policy Information Security Standards Insider Trading Privacy Policy Day 1 Prep Checklist Onboarding Complete Immigration Processing Status Update Background Check Status Confirm NHO Logistics Select Computer & Accessories IT Account Access Sign At-Will Employment & NDA Agreement Confirm Prior Inventions System Task Task for: Recruitment Coordinator Task for: Manager Task for: New Hire Task for: OTHER Fulfiller Task for: NHO Facilitator Sign Arbitration Agreement Legal Review of Exhibit A CA Workers’ Comp Policy Docs Initiate Electronic I-9 Remote I-9 Instructions FTC Consumer Rights Domestic Violence Upload Completed Form I-9 New Hire Solution Consultant Task Month 1 Checklist Benefits Enrollment Business Cards Corporate Credit Card New Hire Information & Toolkit Update Background Check Status (Conditional) New Hire Swag Trainings in the Learning Portal Payroll Access & Information Complete Talent Profile NHO Attendance Manager Toolkit Legend
  20. 20. 20 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Mobile-friendly portal enables self-service
  21. 21. 21 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Step-by-step guidance makes it #EasyForEmployees
  22. 22. 22 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Step-by-step guidance makes it #EasyForEmployees
  23. 23. 23 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Personalize content based on HR criteria
  24. 24. 24 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. End-to-end visibility on process and progress
  25. 25. 25 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Drive action across multiple departments and systems
  26. 26. 26 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Quickly manage workload with Visual Task Boards
  27. 27. 27 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Oversee onboarding cases with dashboards
  28. 28. 28 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Oversee onboarding cases with dashboards
  29. 29. 29 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Quantitative value outcomes 94% acceleration in new hire IT provisioning $325K saved per year in HR service delivery costs 86% employee onboarding satisfaction 4,000 hours saved per year by automating onboarding activities
  30. 30. 30 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Qualitative value outcomes • Positive onboarding experiences set the tone for the days ahead • HR, IT, and facilities colleagues are freed from administrative burdens with a single system of action • New employees come up to speed more quickly, get to know ServiceNow, and become productive contributors • HR dashboards improve process management and drive better informed decisions • Surveys are integrated into the platform Better insight Enhanced experience Accelerated time to value
  31. 31. 31 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. “As a new employee, I didn’t want to deal with the ambiguity of what I should be doing on day one. ServiceNow personalized the experience by offering automation and self- service across all my onboarding tasks in a timely manner, making my first day easy and enjoyable.” - Sunita Khatri, Senior Product Marketing Manager, ServiceNow
  32. 32. 32 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. What’s next? • Incorporate learnings for Phase 2 of Enterprise Onboarding (+10 countries) • Implement Performance Analytics dashboards to drive additional insights/actions • Improve existing HR services and implement new automated services • Implement new Kingston features and upgrade to London – Knowledge Blocks – Document Management • Enhance Virtual Agent to extend self-service
  33. 33. 33 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Lessons learned Tap into out-of-the- box capabilities • Adapt processes to fit the solution whenever possible • Design for scalability 2 Create clear up-front requirements • Define what success looks like (north star) • Document processes and requirements 1 Communicate early and often • Engage stakeholders early on and include them on the project team • Educate your team • Secure executive support 3 This is a journey, not a destination
  34. 34. Jeffrey.Gore@servicenow.com Danielle.Lulley@servicenow.com Questions?
  35. 35. Jeffrey.Gore@servicenow.com Danielle.Lulley@servicenow.com Thank you

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