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Employee self-service (ESS) portals (ServiceNow HRSD)

The Employee Service Center is accessible only by employees of the organization. Current forms of the Employee Self Service portal have diverse applications and features including:

  • Simplifying management of HR Services, such as payroll, tax slips, etc. Employee Service Center portals function by giving employees their login credentials to access and edit their personal information, making it secure and easy to refer to such information on demand.

  • Streamlining internal communications Simple tools such as company announcements, employee campaigns (targeted content delivery automation) for persona-based content, employee forums, calendars, sign-up events, and discussion boards need to be compiled in one place while being easy to create and maintain.

  • Easier knowledge management Employee Service Center portals are ideally a repository of all the reports and data the organization may have gathered for easier knowledge sharing. Consolidate searches across multiple knowledge bases and HR Services using meta tags for an excellent Employee Experience.

  • Collaboration An effective ESS platform should enable users to connect their queries with topic experts, specialists, or people with experience in a specific project or domain.

  • Process automation Automation including but not limited to expense management, supply management, etc.

  • Easily customizable design and branding Internal Communications and branding teams can ensure that the branding resonates with company culture and standards.

Self-service portals, also called Employee Service Centers, allow employees to have easy access to human resources-related information and processes, such as benefits, taxes, salary slips, etc, which might typically require an employee to spend time away from their desk to clarify simple issues.

Key considerations when designing or customizing your ServiceNow HR portal using the Employee Service Center

Functionality, which mainly refers to the range of functions in the employee portal. This functionality is derived from widgets, which include but may not be limited to Knowledge Articles, HR Services, Announcements or Communication material, Employee Campaigns, Employee Forums, Virtual Agents with Natural Language Understanding (NLU), profiles of Employees, Project Reports and Status, Company Events, or Photos. Additional key internal processes may include Learning Management, Knowledge Management, Performance Management, Time and Expense Management, among others,

Usability is what the organization would like to derive or achieve by implementing the portal. For example, an action-based approach would be the most suitable for a workforce with a high volume of remote employees.

User Interface primarily refers to the overall appearance and functionality, with regards to the colors used, logo sizes and placement, and the overall look and feel of the portal.

6 ServiceNow HR service portal user interface examples

Action Based:

Where employees can take action based on the options presented. This option requires a readily available catalog of information and options. For example, accessing top viewed content, acknowledging information, performing tasks, and approvals tracking.

Search Based:

In this approach, employees look up information through the search function. Knowledge Article accuracy and persona-based relevancy become extremely critical.

Employee engagement oriented:

This approach helps deploy corporate communications easily by engaging the employees through Employee Campaigns, Forums, Company Announcements, etc. However, with this approach, the content needs to be updated regularly.

Action + Engagement:

This is best suited when you want to deploy internal communications and offer an action-based interface.

Engagement + Search:

This is the best option for companies that want to achieve employee engagement and provide employees with the search function.

App style:

An app-style interface offers its users easy access to all content. Note - a developer may be needed when making changes.

Benefits of the new system included:

  1. Providing employees with a single starting point to look up information along with self-service for support functions and request submissions.

  2. Providing leadership with real-time insights which can be used to measure, analyze and, continuously improve HR efficiency.

  3. A smooth, efficient, and engaging experience for employees throughout the implementation process

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