Digitizing the employee experience in a multinational company through shared services

Salik Mansoor

Salik Mansoor ist ein ServiceNow-Berater mit Erfahrung in der Unterstützung von Organisationen bei der Nutzung des vollen Potenzials der ServiceNow-Plattform. Er hat mit verschiedenen Mo-dulen, Anpassungen und der Implementierung von Lösungen gearbeitet und hilft dabei, Prozesse zu rationalisieren und die Effizienz zu verbessern. Seine Leidenschaft ist es, geschäftliche Her-ausforderungen zu verstehen und sie in effektive ServiceNow-Konfigurationen zu übersetzen, die den Wert der Anwendung steigern.

Nowadays, the best talent can consciously choose their employer, which is why companies are increasingly focusing on the quality of their employee experience. International organizations in particular are focusing on the transformation from fragmented, manual processes to seamless, digital experiences. Platforms such as ServiceNow create the basis for this, bundling services, standardizing processes and thus contributing to a strong, attractive employer brand.

Why digitizing the employee experience is important

Today’s employees expect seamless, user-friendly workflows. Whether it’s resolving a salary issue, applying for parental leave or onboarding a new employee, the process should be intuitive, fast and consistent, regardless of where the employee works (remote or on-site).

But in many large companies, HR services are still localized and siloed. This leads to delays, duplication of work and regional differences in service quality. This is where a shared services model comes into play, which, in combination with the right digital platform, offers decisive advantages.

What is a shared services model?

A shared service center centralizes general HR functions such as employee inquiries, case management and document processing in a central operational center that serves the entire organization. In a multinational context, this model enables the standardization of processes, consolidation of knowledge and scalable support across time zones and languages.

However, centralizing services without digitizing the entire experience can backfire. Employees may continue to face delays or get lost in bureaucratic loops. This is where ServiceNow comes in.

The role of ServiceNow in the provision of digital shared services

ServiceNow Employee Workflows, specifically the HR Service Delivery (HRSD) module, provides the tools to optimize and humanize every touchpoint in the employee lifecycle. Here’s how it works:

Standardized employee portal

ServiceNow acts as a central point of contact for all HR services. Employees can submit requests, access knowledge articles and track progress centrally via an intuitive, role-based portal. This eliminates the need for multiple systems or email chains and gives employees instant insight into their interactions. The platform can be made available in multiple languages and country-specific priorities can be set. This creates a service experience that is linguistically and culturally relevant to local people.

Intelligent case management

When employees make HR inquiries, whether it’s about benefits in Germany or a visa issue in Singapore, ServiceNow intelligently routes the case to the right HR employee or team based on skills, location or workload. This ensures faster resolution and personalized support while providing HR teams with full visibility into trends and bottlenecks.

Automation and workflows

In the background, ServiceNow automates routine tasks such as document creation, approvals and notifications. For example, onboarding a new employee in Brazil can trigger a series of actions such as creating accounts, creating contracts in Portuguese and booking employee interviews, all without manual tracking by HR.

Knowledge management

With the help of central knowledge databases, employees can find answers to frequently asked questions themselves, filtered by location, role or language. This reduces the number of cases and enables employees to solve problems without having to wait for answers from the HR department.

Practical advantages for multinational companies

Organizations that implement shared services based on ServiceNow report

Up to 50% reduction in HR case volume through automation and self-service
Improved employee satisfaction through faster and more consistent service
Improved compliance through standardization of policies across countries
Lower operating costs through consolidation of services and reduction of manual workload

Digitizing the employee experience is not just an IT project, but a strategic move to strengthen one of the most important pillars of any company: its employees. In an era of global talent and high expectations, multinational companies need to rethink their HR services. By combining a shared services operating model with ServiceNow’s HRSD, organizations can deliver a unified, modern and human-centric experience that scales across regions and increases productivity.

How ready is your organization to transform your employees’ experience by implementing shared services? Contact us with no obligation.

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