Energy

HRSD Transformation & Enterprise Service Portal

August 2025 | June 2026

Objective

Enhance the employee experience for a public utility by streamlining HR processes and reducing disjointed manager-led tasks. The goal was to implement ServiceNow as the central platform, integrating IT and HR operations into a unified Global Agent experience while preparing the foundation for future lifecycle automation.

Practices: Agile (Scrum, 3-week sprints), ITIL, DevOps
Systems: HRSD, ITSM, Agent Workspace, Virtual Agent, Knowledge Management, SAP, Microsoft Copilot

Key results

Streamlined Data Management: executed a high-volume user import from SAP to ServiceNow, ensuring a clean, high-quality user database and data integrity without unnecessary integration complexity.
Governance Excellence: established a shared governance model for ITSM and HRSD, breaking down silos between IT and HR.
Operational Efficiency: significantly reduced manual caseloads and improved time-to-resolve by leveraging self-service capabilities and a robust Knowledge Management practice.

Key deliverables

High-Volume User Import Strategy: implemented a robust mechanism to import and manage a massive volume of Users, Jobs and HR Profiles from SAP, keeping SAP as the master source of truth while simplifying synchronization.
Unified Employee Center & Knowledge Base: implemented the HR Agent Workspace and a centralized Employee Center focused on case deflection, with a mature Knowledge Management structure to drive self-resolution.
Lifecycle & Onboarding Readiness: built the architectural foundation for Enterprise Onboarding and Lifecycle Events, preparing the environment for future-proof automation.
Intelligent Engagement Channels: deployed a “Global Agent” chatbot and Virtual Agent (integrating Copilot/AI) to handle inquiries and facilitate agent-to-agent communication.

Our project players

Luc SchmitzServiceNow Evangelist

ServiceNow Evangelist with strong development experience across ITSM, SPM, CSM, HRSD and Portals. Certified professional and Six Sigma Black Belt trainer.