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Connecting HR Profiles with Case Creation in HRSD

In ServiceNow HRSD, the HR Profile plays a critical role in configuring HR case creation to support various HR services and Center of Excellence (COEs). This setup allows HR cases to be created in multiple ways, offering flexibility and efficiency for both employees and HR teams

HR Case Creation Configurations ServiceNow enables HR teams to case creation processes based on specific services and COEs. Each COE, whether focused on benefits, employee relations, payroll, or talent acquisition can have unique case workflows. This flexibility supports varied HR needs and ensures that cases are managed appropriately depending on the type of request or issue. HR Case Creation Options There are multiple ways to create HR cases within HRSD, each valuable for different contexts:
1.Create a New Case from the HR Case Management List Within the HR Case Management module, HR agents can directly select “Create New Case” from the list.
New Case Creation via HR Profile For cases specific to an individual employee, HR agents can navigate to the employee’s HR Profile and initiate a case from there.
3.HR Self-Service Portal or Employee Center Employees can initiate cases directly through the Employee Center, selecting from available HR services based on their profile and eligibility. This self-service option reduces HR workload by enabling employees to submit their requests for common HR needs.

Benefits of Flexible Case Creation

This multi-channel approach to HR case creation not only provides a personalized employee experience but also reorganizes processes for HR teams. By utilizing configurations in HRSD aligned with COEs, every case can meet compliance requirements and service standards.

In essence, the ability to create HR cases in multiple ways directly from the HR Profile. It ensures that every employee receives timely, appropriate service, and enables HR teams to manage requests with a high degree of precision and efficiency.

What is an HR Profile, and Why is it Essential?

When it comes to modern HR service delivery, few tools are as transformative as the HR Profile in ServiceNow’s HRSD. It is more than just a digital record—it’s the basis of personalized, efficient, and secure HR service.

The HR Profile is a centralized source of employee information. HR profile information is confidential and viewed only by authorized HR personnel assigned a role that includes [sn_hr_core.profile_reader] or [sn_hr_core.profile_writer], such as[sn_hr_core.secure_info_reader.]

HR profile is different from the User profile.

HR profile stores confidential information like marital status, DOB, ethnicity etc.

HR professionals with sn_hr_core.profile_reader can only view an employee’s HR profile data.

HR profile information is store hr_profile table.

HR profile link is available in the sys_user table related links

Click on the related link to view the entire HR profile

HR profiles can be created in the following way Generate Individual Record: If a user does not have an HR profile, you can create one by selecting “Create Human Resource Profile” in the user table, which generates an HR profile specifically for that user.

If user have HR profile then we can see View Human Resources Profile

Generate bulk HR profiles

In short, the HR Profile is designed to:
  • Centralizeall employee data in one place.
  • Personalizethe HR experience by tailoring services based on employee attributes.
  • Ensure Compliancewith privacy standards through strict access controls.
But a central repository only works if it is secure. That’s why role-based access is critical. ServiceNow assigns specific permissions to Administrators, HR Agents, and Employees, ensuring that sensitive information is only accessible to those with the right role.

Role-Based Access: Who Can Access What?

To ensure data privacy and compliance, ServiceNow HRSD implements role-specific access to the HR Profile. Here is a breakdown of the practical access each role has:
  1. HR Administrators: The Configurers and Gatekeepers
HR Administrators hold the highest level of access within the HR Profile. They are responsible for setting up and maintaining the HR profile. In practice, Administrators can:
  • Configure Profile Fields: For case, they might decide to add custom fields relevant to a specific HR policy or organizational need, like “Remote Eligibility”.
  • Assign Permissions: They control who has access to what, ensuring that agents and employees only see the information they need.
  • Set Retention Policies: Administrators configure how long documents remain in the system, aligning with organizational compliance policies and legal requirements.
For example, if there is a new regulatory requirement to retain employee training records for seven years, Administrators can set up this rule so the system automatically complies without manual intervention.
  1. HR Agents: The Case Managers
HR Agents are the hands-on users of the HR Profile. They don’t have full access to all employee data but can view and update profiles as needed to handle specific HR cases. Think of agents as “case managers” who work within clear boundaries to assist employees, whether it’s updating job details, verifying employment status, or handling case-specific documents. In practice, HR Agents can:
  • Access Case-Related Profile Data: For instance, when managing a leave request, they might only need access to the employee’s current job status, leave balances, and contact details.
  • Update Fields as Needed: Agents can update specific data fields relevant to an HR case. For example, during an employee’s transfer request, they may update department or manager details but won’t have access to personal medical information unless specifically required.
By limiting access to only what’s necessary, ServiceNow ensures that agents can do their work effectively without compromising employee privacy.
  1. Employees: Managing Their Data
Employees themselves also have limited, self-access to their HR Profiles.This approach empowers employees to control their information while minimizing HR workload. Employees can view their profiles, update certain fields (like emergency contact details), and upload personal documents (e.g., ID verification or W-4 forms) directly. In practice, employees can:
  • Update Personal Data: Employees can change their address, emergency contact info, or phone number. These updates are instantly reflected, keeping records current without involving HR.
  • Upload Personal Documents: Employees can upload documents like tax forms or proof of eligibility for benefits, ensuring all their information is complete and accurate.
  • View HR Services: Based on their profile attributes (like department or role), employees are provided with a tailored list of HR services available to them, enhancing the self-service experience.
This controlled access not only improves employee empowerment but also enhances data accuracy by allowing employees to make updates in real-time.

Real-World Scenario: How HR Profile Access Works in Practice

Let’s walk through a real-world example to see how HR Profile access levels function in day-to-day HR operations:
  1. Onboarding a New Employee:
    • The Administratorsets up the onboarding workflow in the HR Profile, customizing fields to capture data like “Preferred Pronouns” and “Remote Work Eligibility.”
    • The Agentinitiates the onboarding case, viewing and updating fields as they assist the employee through each step, such as confirming identity documents and verifying the job role.
    • The Employeelogs into the Employee Center, views their profile, and uploads required documents like their ID and signed contract directly into their HR Profile, ensuring HR has what they need to finalize onboarding.
  2. Requesting an Internal Transfer:
    • An Agenthandles the transfer request, updating relevant details in the employee’s profile like department and manager, without accessing sensitive information not required for the transfer.
    • The Employeecan view their updated HR Profile to confirm the transfer, while the Administrator verifies that all transfer workflows and access policies are in place.

Conclusion

The HR Profile in ServiceNow HRSD is a transformative tool for modern HR service delivery, providing a secure, personalized, and efficient foundation for managing employee information. By centralizing data, the HR Profile ensures that all relevant employee details are stored in one accessible, organized place, enabling HR teams to provide timely, precise support across various HR functions.