Life Sciences

This project delivered a centralized HR system to increase accessibility, effectiveness, and efficiency.

The Brief:
Exact Sciences’ HR Operations team was managing HR cases and employee inquiries solely through email inboxes. They needed a better way to provide HR support to employees, streamline HR operations, and enhance the employee experience.

What We Did:
This project leveraged ServiceNow® HR Case and Knowledge and Employee Center Pro to phase out HR Outlook inboxes from the employee inquiry process. In their place, we implemented a centralized system to make HR-related information and transactions easily accessible to employees, ensuring quick and efficient responses. This new system also introduced automated workflows, allowing HR to handle inquiries more effectively while improving the overall employee experience.

Results:
EC Pro has empowered the employees at Exact Sciences to find answers and complete transactions independently, reducing the need to submit inquiries. This transition to a centralized system has significantly lowered email volume. Additionally, managers now have access to valuable data and insights, helping them better understand employee concerns, track peak inquiry times, and evaluate HR service performance.

Highlights

• 47 week implementation
• Integration with Workday
• Created 4 dashboards with 21 underlying reports to track workload and trends

This project aimed to create consistency across the globe for Edwards’ 19,000 employees through automation, consolidation, and a robust governance model.

The Brief:
Edwards Lifesciences is strategically focused on its Talent Mobility process as a key factor for its global presence and significant growth plans. Prior to this project, the Edwards Talent Mobility team supported international transfers via manual methods such as email and phone calls. These methods limited visibility, hindered efficiency, and created challenges for employees and managers.

What We Did:
The goal of this project was to automate Edwards’ Talent Mobility process within ServiceNow® HRSD, creating consistency across the globe in conjunction with the organization’s growth plans. Talent Mobility is Edwards’ first use case with HR Enterprise and will be followed by global onboarding.

Results:
This project successfully enhanced the company’s Talent Mobility process. The HRIT team, now augmented from a group of 6 to a group of 2, was effectively supported through automation while a robust governance model was established to ensure a smooth upgrade path. The project also unified HR operations by consolidating 150 HR services and centralizing three Knowledge Bases into one, creating a more consistent and effective global HR experience.

Highlights:

• 33 week implementation
• Existing custom configurations were reworked to support an out-of-the-box model
• The Edwards team shared, “Overall (we are) getting a lot of feedback that this is a very positive end-to-end effort. It is being perceived as a big success in the organization.”