25AMSA149 AMSA ServiceNow HRSD Implementation

We are seeking to enhance our HR service management capabilities and improve operational efficiency across HR processes and the overall end-user experience. Currently, HR operations are managed through a group mailbox with heavy reliance on manual tasks. This project aims to automate and streamline these processes through the implementation of the ServiceNow Human Resources Service Delivery (HRSD) module. Our organisation already utilises Employee Center for IT-related services; however, we do not currently have the Pro version. As part of this HRSD implementation, we require the vendor to implement Employee Center Pro to enable a unified and personalised self-service experience for employees, including HR services. Where feasible, we will utilise out-of-the-box (OOB) functionality—including standard processes, forms, and workflows—to the maximum extent possible to ensure rapid deployment and alignment with best practices.

The agency currently employs approximately 600 to 650 workers, whose HR service needs will be supported and enhanced through this implementation.