Jira Service Management for HR Service Delivery — new employee onboarding with Jira use case

HR Service Management and Delivery as Jira Service Management onboarding approach

Jira Service Management HRSM (Human Resources Service Management) revolutionizes the traditional HR onboarding process by providing a seamless, consumer-grade self-service portal.

This solution automates HR service delivery, ensuring competitive onboarding experiences and streamlining access to internal tools. By eliminating manual processes prone to errors and inconsistencies, HR teams can focus on crafting exceptional employee experiences while ensuring operational efficiency. Integration with cross-functional departments such as IT, finance, and payroll facilitates end-to-end onboarding processes.

Jira Service Management offers pre-built templates and workflows tailored to HR needs, enabling quick deployment and customization. With simplified access to services through a centralized portal, employees can effortlessly request and receive support, reducing turnaround time and enhancing productivity.

With Jira Service Management, you can enhance consistency in HR processes like onboarding and offboarding, leveraging workflow automation to scale efficiently. Maintaining a secure and confidential case management system handles sensitive HR matters with discretion and accountability.

Automation minimizes repetitive tasks, allowing HR teams to allocate resources effectively and focus on strategic initiatives. HR managers gain insights into service demand through comprehensive reporting dashboards, enabling data-driven decisions to optimize team performance and enhance employee experiences.

In essence, HR Service Management and Delivery powered by Jira Service Management redefines HR operations, fostering a culture of efficiency, collaboration, and excellence.

Set up a service desk in Jira Service Management for onboarding support

By leveraging the powerful features of Jira Service Management, teams can efficiently manage onboarding tasks, streamline communication, and provide exceptional support to new employees. In this section, we outline the process of setting up a service desk in Jira Service Management specifically tailored for onboarding support.

1. Create an onboarding request type

Jira Service Management offers you an already prepared onboarding request type. Add a new request type under the project. You can also add to your project a particular issue type “onboarding,” to make it comprehensive. Choose which portal group you want it to display.

2. Adjust the workflow

As in every request type, you can adjust workflow and add fields you want to be filled by the request submitter.

3. Create one source of truth with service desk

With this ready-to-use request type, you create a transparency service desk portal with an improved onboarding experience. Now, every team leader or HR team member can raise a request about onboarding with a full notification system and SLA to be met by the team.

With a few clicks, new hires can also request a new laptop and have it instantly routed, approved, and provisioned — saving time compared to going via multiple people. And also, they don’t need to hunt down the correct department.

🐾 Use case:

A company, XYZ Corp, has hired a new software developer named Emily. As part of Emily’s onboarding process, she requires a laptop. Emily’s team leader, Tom, initiates an onboarding request for the laptop through the company’s service desk customer portal.

Upon accessing the portal, Tom selects the option to create a new ticket.

He navigates to the ‘Onboard new employees’ request type and fills out the necessary fields in the request form, including Emily’s name, start date, department, and specific equipment requirements (laptop).

The service desk system automatically assigns the ticket to the appropriate IT support team responsible for provisioning equipment. Tom receives a confirmation notification acknowledging the submission of the onboarding request.

Once the laptop is prepared, the IT team notifies Tom through the service desk portal.

Tom receives an update indicating that the laptop is ready for pickup or delivery.

Emily’s onboarding process is seamlessly facilitated through the company’s service desk customer portal. By utilizing the onboarding request type, Tom efficiently communicates Emily’s equipment needs to the IT support team, promptly provisioning the required laptop. This streamlined process ensures that Emily has the tools to begin her new role effectively, contributing to a positive onboarding experience and enabling her to integrate into the team quickly.

In revolutionizing HR service delivery, Jira Service Management offers a transformative approach to new employee onboarding. By seamlessly integrating automation and customizable workflows, we empower HR teams to craft exceptional onboarding experiences while driving operational efficiency. From streamlined communication to standardized processes, Jira Service Management redefines HR operations, fostering a culture of excellence and collaboration.

Magdalena Skoropada, HR Business Partner

Why is it worth it to use a service desk portal for onboarding?

• Transparency and accessibility — simplifies the initiation of the onboarding process for employees by providing a centralized platform.
• Streamlined process — eliminates the need for employees to navigate multiple channels or departments, saving time and effort.
• Consistency in information collection — ensures uniformity in the data gathered, facilitating clear communication between HR and other involved departments.
• Efficient management — Standardizes the request process, enabling teams to manage and prioritize requests effectively.
• Faster response times — leads to quicker responses and resolutions due to the streamlined process and standardized information.
• Enhanced visibility — allows both employees and HR personnel to track the progress of requests in real-time, promoting accountability and transparency.

Unique onboarding Jira agents’ queue

To ensure onboarding tickets are served on time and noticed, you can create a special queue in the project for agents. Go to queues and manage them to add a new one. Then, with JQL you can set conditions when the ticket belongs to the “onboarding” queue. You can add this queue to the Team priority section.

The onboarding process is time-consuming, so ensure you have no delays. It’s important to collect all access and hardware before the first day at work. The sooner an employee starts working, the sooner there will be a benefit to the team or organization.

Key takeaways

• Leverage Jira Service Management’s customizable workflows and dedicated onboarding request type to manage onboarding tasks and streamline communication for new employees effectively.
• Automate onboarding workflows to reduce manual efforts, ensuring efficiency and consistency in the onboarding process while saving time for HR teams and new hires.
• Customize workflows to align with your organization’s unique needs, ensuring that the onboarding process reflects the company’s structure, policies, and culture.
• Implement automation rules within Jira Service Management to streamline repetitive tasks, such as task assignments, notifications, approvals, and SLAs, enhancing overall efficiency and productivity.

Learn how to use other Atlassian tools in the onboarding process. If you want more strategies, we have a cheat sheet for you here! 👇

📚Employee Onboarding Handbook: A Practical Guide with Atlassian products