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foreign [Music] head of talent acquisition technology at atlassian and I'm thrilled to welcome you all to our session today we'll be sharing how atlastian leverages jira service management to improve our own HR services and solutions joining me for this discussion is Paul biaggio my colleague on the people technology team employee experience has become a top priority for HR leaders in recent years many organizations recognize that a positive employee experience is critical to attracting and retaining top talent as a result HR teams face constant pressure to provide quality service timely responses and issue resolution to its employees with the emergence of digital platforms and tools ite is continuously exploring new ways to streamline HR Service delivery and put an end to bad service management at atlassian we've been on a journey to address these challenges by harnessing the power of our own Suite of products our Focus for today is to highlight some of the challenges we've encountered and the solutions that we implemented using jira service management internally additionally we'll also delve into the positive impact that these Solutions have had on our own businesses and teams by the end of this session we hope you will have some ideas to take back to your own teams on how to create delightful employee experiences using our tools I'll now pass the floor to Paul and we'll share our first case study for today thanks apeksha let's start by discussing some key challenges our HR Service delivery teams were previously experiencing originally each team in the people Department had their own service desk Knowledge Management was also decentralized so important information was spread out across multiple complex spaces this meant that employees have to spend a lot of time searching for information employees often have to submit tickets to a few different service desks before actually being routed to the correct one this increased the workload of other teams as well as their own when there was no centralized knowledge base employees often had to rely on outdated or inaccurate information leading to errors misunderstandings and inconsistencies across the organization sensitive information was stored in multiple different places making it harder to manage and secure without a centralized request portal it was difficult to track and manage requests which led to confusion and a lack of accountability within our organization these challenges compounded with our distributed Workforce so how do we address these issues we started by creating a dedicated Confluence space for all of our HR related content and policies providing employees with a One-Stop shop for all of their HR questions a dedicated search bar allows employees to quickly search just the content within this space expand macros allow information to become available to employees just in time only when needed and this provides a cleaner user interface as well to ensure pages are up to date our people Labs team created a process around content management ensuring that content is regularly reviewed and updated we even created an automation to turn comments left on any page in the good day space into jira tickets so that the people apps can easily track them find them reply to them and make sure the customer gets their questions answered this Confluence space was then connected to a centralized jira service management portal we built which Consolidated all of our various HR service desks into one this provided employees with a single destination to ask any questions and even find a self-service answer if a relevant article existed in confluence additionally we created a dedicated HR help channel in slack and connected it to jira service management using atlassianassist making it even easier for employees to get the help they need we are currently actually piloting our AI powered virtual agent which takes self-service to the next level whenever a request is submitted we have an integration that pulls in various employee demographic data from our hris tool workday into custom fields which are then used for automated routing and approvals this prevents the people Labs team from needing to switch between multiple different systems to get their job done implementing our good day service desk and knowledge base has proven to be a game changer for our organization for the implementation we Face several challenges such as a large volume of requests with slow response times lack of common source of Truth for documentation and policies and multiple service desks with disparate processes causing inefficiencies after the launch we've seen a significant improvement in our operations including a 15 increase in satisfaction due to Reliable and up-to-date information a 25 reduction in response time and a 33 percent decrease in employee escalations as we continue exploring AI capabilities through our virtual agent pilot we expect to see even better metrics including a significant reduction in case volume these impressive results have not only enhanced the productivity of our HRT members but also led to higher customer satisfaction and a delightful employee experience next a picture will take us through another very common HR challenge new hire onboarding thanks Paul multiple teams are involved in employee onboarding and off-boarding processes today at atlassian some of these fulfillment teams include our workplace experience workplace technology our people operations and our recruiting teams when it came to employee onboarding we faced several challenges that prevented us from delivering a positive candidate experience we had no central place to track all the onboarding tasks for our internal teams we lacked a clear status or progress tracking for our recruiters and hiring managers internally and the absence of slas and Reporting prevented us from making data-driven decisions now candidates also received multiple emails without a consistent look and feel and branding and sometimes incomplete instructions as well now how did we go about solving this to improve our new hire onboarding process we created a dedicated service desk to track progress internally with appropriate tickets being created for Relevant team members now these new higher tickets are automatically generated Based on data from our hris workday eliminating the need for manual creation now as a result our fulfillment teams hiring managers recruiters gained visibility to start dates and status updates we also implemented custom workflows that have enabled automated routing of requests to agents and dynamic approvals from Key stakeholders during the onboarding process now seven days before a new star new um starts new hires start date a Trello board is automatically generated which has uh through a standard template which has a 30 60 90 day plan for new hires this is shared with the manager as well so that they can customize it based on their team's specific tasks on the new hires first day they receive an automated email with the board link which serves as a collaborative space for their hiring managers and themselves to build their 30 60 90 day plan now let's examine the impact this has made to us internally our new hiring new hire onboarding process has now evolved from an inconsistent and unstructured process to a much more streamlined and an efficient one that eliminated several manual tasks for our backend teams and saved phenomenal time over the last few quarters we have successfully onboarded over a thousand new at last year employees remotely across the globe which has resulted in over 5000 Plus hours saved in productivity just through automation our employee surveys indicate that 95 percent of our new hires are delighted with their new onboarding experience that is also demonstrated a significant Improvement now Additionally the availability of the Trello board the 90-day tracker for all new joinies has continued significantly to contribute to those satisfaction scores and although we won't cover this case in detail today we have a very similar solution in place for off-boarding as well now when an employee is terminated in the hris OR workday tickets are automatically generated to teams to tackle their off-boarding tasks which could be the provisioning access deprovisioning their accounts collecting laptop equipment or even deactivating building and badge access next Paul will talk to us about compensation estimator in service to our distributed Workforce over to you Paul thank you apeksha in 2020 we announced team anywhere at last since distributed work policy that gives employees more control over where they live and work implementing team anywhere was a significant step for atlassian and while it presented valuable opportunities for employees it also took a considerable amount of time to come to fruition our initial Focus was on compensation impact since we recognize it's one of the most important factors for employees who are considering relocation we believe that compensation should be determined based on the employee's location but the process of determining potential compensation changes when moving from one location to another was very complex and time consuming even before the pandemic relocation discussions required significant investment from the employee their manager and the HR team with discussions ranging from anywhere from 30 minutes to several hours as a pandemic progressed we became aware that hundreds of employees were considering relocation and we recognize that this existing process was just not going to scale we knew we needed to enable Automation and self-service for our employees and so we created a zero service management project where employees can submit a request with their desired location submitting the request actually triggers automations that pull in information from various sources including our hris which is workday and calculates the employee's expected compensation package in their new location if the employee chooses to proceed with the relocation they click a button on that same ticket where they receive their compensation estimation to initiate the approval workflow this workflow involves various levels of review and approval based on the specifics of the relocation for example is this an international move is this a high to low cost or low to high cost move the employees are able to track the progress of approvals through status updates on this on the ticket itself once all approvals are complete the employee then comes back to the ticket and clicks another button to indicate that they're actually ready to relocate and they confirm their relocation date and this initiates the change directly in workday in the first month the tool was launched we received 3652 requests with a thousand six hundred sixty one of those originating from unique users at the time this equated to a fifth of the company while some inquiries were serious others were simply curious or exploratory providing valuable data on employees interest in relocating elastian employees now have access to useful and actionable compensation information to evaluate potential relocation opportunities and our HR team can now make data-driven decisions such as which countries to unlock next based on interest furthermore if they choose to pursue relocation they may be able to complete the HR process in under 15 minutes saving considerable time compared to the previous manual process in fact the time saved amounts to the equivalent of one and a half full-time employees let's switch gears a little bit let's talk about another impactful project promotion nominations the promotions process is crucial in recognizing and rewarding talent but we didn't have a tool that made it simple for our managers and our HR Partners to run a promotion cycle as a result each department created their own processes which are not consistent across the organization managers and HR Partners were tasked with lots of manual work in order to compile all of the nominees relevant data into a promotion domination packet track all the approval chains conduct calibration meetings and ensure approved promotions were eventually entered back into workday managers did not have a single place to go to initiate a new promotion or check on the status of an already existing nomination when we saw a 15-point decrease for promotions in our 2021 Performance Management cycle csat we knew something had to be done so as you may already have guessed we turned to jira service management for help we created one Central project to track all promotions across various departments this allowed us to start standardizing parts of the process and to enable self-service One Challenge though that we quickly discovered was that some departments wanted to actually ask a few custom questions in their nominees promotion packets there are also some nuances in approval chains between departments with some requiring a few extra layers of review luckily jira is a very flexible platform so we were able to accommodate all of our stakeholders requirements managers begin the nomination process by going to the jury service management portal for promotions they select the promotion nomination request type that is relevant to their Department and they provide the nominee's name and submit the form in the background automations are triggered through a combination of the Native Geo automation module and or third-party integration platform as a service workato relevant demographic data for the nominee including past performance information job profile data and management chain are pulled into custom fields in the jira ticket the correct promotion nomination packet form is determined and added to the ticket using the jira forms functionality so that the manager can go back to that form and fill it out with evidence supporting the promotion nomination managers can take several weeks to actually complete this form with supporting evidence they can do that at their Leisure when they're done they actually just submit the form and the act of that's of the submission is what triggers the approval workflow which is fully automated using those custom fields HR Partners managers and other approvers can see the relevant promotion nominations in jira dashboards this allows for the nominees to be easily compared with others in their departments promotion nomination tickets can even be transitioned through the various workflow statuses directly from these dashboards once a promotion nomination is approved the employee's workday profile is automatically updated so that the promotion is visible to managers in the compensation planning module where the remainder of the Performance Management cycle is completed by implementing JSM for promotion nominations we were able to improve our csat score from 59 to 80 percent we were able to achieve this by working closely with the business to understand their specific needs and embark on a new technology journey together co-creating and driving Innovation through our own tools apexia why don't you walk us through our last use case on requisition management thank you Paul that was super insightful and efficient promo process definitely has allowed us to elevate our teams internally let's switch gears and talk about a top of Mind challenge for every business leader requisition management during strategic workforce planning requisitions undergo numerous changes much before the hiring process is initiated edits like updates to job postings job details levels titles hiring manager names need need to be made all the time one out of five requisitions go through changes that results in manual tasks that were complex time consuming and led to several hiring delays additionally editing requisitions in our hris workday involved triggering multiple different business processes most of these transactions had to be completed by back-end teams and between multiple systems now how did we tackle this we created the requisition editor a self-service portal for our users through jira service management we built a simple jira form that uses our core employee data from workday in drop down Fields utilizes form sections we were able to add conditional logic to only show fields that were relevant to the type of the change being requested this helped us to create a simple and a single place for recruiters and hiring managers to request edits to their requisitions now the approvals are automatically generated and centered to relevant team members once all the approvals are complete the changes are synced to workday through automation this reduced the manual flow follow-up between team members and significantly improved efficiency all these changes and approvals are captured as data and jira service management and is readily available for our reporting and analytical needs now our new solution bought a variety of benefits to us we made a phenomenal Improvement in experience of our end users by offering them a single point of entry Additionally the approvals were streamlined and dynamically configured for different types of requisition changes and as a result the activities were completed approximately 67 times faster than before now the new process also enabled a very efficient reporting and tracking mechanism for changes leading to 50 increase in overall satisfaction from our internal Talent acquisition teams today we shared a variety of business challenges how we solved them with atlastian tools and the value we've realized Paul can you help summarize our key learnings from this absolutely in today's fast-paced business landscape it's critical for companies to have efficient processes and tools to stay competitive the people team in particular plays a vital role in ensuring that employees are engaged motivated and productive to achieve this people leaders need to embrace technology and digital solutions that enable them to streamline processes provide value quickly and deliver a compelling employee experience one key learning is the importance of low code solutions that can deliver value quickly by leveraging low code platforms companies can build custom solutions that meet their unique needs without the cost and complexity of traditional software development this approach enables companies to respond quickly to changing business requirements reducing the time and effort required to implement new Solutions another important learning is the value of using atlassian tools for Solutions elastian Suite of collaboration and project management tools including jira service management Confluence and Trello can be leveraged by HR teams to streamline processes coordinate work and share information with employees by using these tools HR teams can deliver a better employee experience improve collaboration and increase productivity the third key learning is the importance of I.T shepherding and partnering with business teams to build something great together it teams have the technical expertise to help business teams build custom Solutions while the business teams understand the specific needs of the organization by collaborating closely it and business teams can enable the company to achieve its goals and drive success our final key learning is that technology is an enabler for Successful People team processes by embracing digital Solutions companies can streamline HR processes provide better service delivery and gain valuable Data Insights that help them make informed decisions this approach enables HR teams to focus on strategic initiatives that support business growth and improve the employee experience so I know we covered a lot of information which may have left you all with some questions Jeremy has a microphone that he'll be passing around so please raise your hand if any of you has a question I also wanted to give a reminder I saw a few people taking pictures of the screen which is great this session will be available on demand on April 25th if you want to share it with your teammates later so if you were able to see the screenshots in the slides it will be available on demand on the 25th so anyone have any questions so you mentioned uh specifics about success rates and how do you measure them so 59 better 80 better how do you do the measurement yeah that's a great question surveys lots of surveys uh you know defining those metrics ahead of the project launch and capturing a baseline is critical and it's one of the things that we you know often forget to do so making sure that we have a Baseline and we know what our success metrics are at the beginning of the project always helps us you know make sure that the transformation that we're doing is actually achieving the right results it's not a perfect science a lot of it is you know talking to people getting a sense of how many hours it actually takes them like to do things currently in their current process and then seeing what the Improvement is afterwards but those are some of the ways we do it it's probably the hardest part yeah um so you mentioned workday Integrations is that a integration from workday or are you using a third-party app to do that integration uh sometimes both it depends primary we use uh we rely heavily on our integration platform as a service which is Ricardo um but you can use workday Studio actually the automation module in jira is also getting gaining more and more functionality so one of the challenges I want to play with one day is actually trying to rebuild all of our automations natively using the plugin but yeah there's many different options uh so you mentioned right here uh so you mentioned um that you guys obviously have a team where you have a people Tech person for the companies that don't have that and my company you know I'm the jira admin so talking to HR what advice would you give an admin trying to Rally HR from moving away from their emails actually want to take this one I am actually on the people team and I I am 16 months older at last year and it has been a journey of embracing atlassian products myself um a lot of this um on the talent operations or the talent acquisition operations teams our jira administrators I would say with very minimal support from it a lot of us a lot of it is self-service the the forms are pretty easy to make to build the the jira automation itself is pretty easy the places where we've actually needed support was the work day integration where you actually need like a workdays me or a business systems analyst who can actually support that so I I would say if you can actually tackle the workday piece then everything on the atlassian side was pretty pretty simple yeah and showing these teams the art of the possible you know what is capable with our tools you know that they don't know that yet right so you know even taking this presentation back to your teams and sharing what is possible is the first step to kind of getting to a point where you actually actually Implement some of these Solutions um I would say also you know co-creating partnering you know understanding their pain points and problems that also is important too so like a picture mentioned like we are partners in crime in this you know we work together and it's not just I.T doing this it's not just HR doing it it's teamwork I think it was a combination of both um we presented the business problems the experience problems the the Persona Journeys we kind of shared all that with it and then it also came back with like hey we already have this toolkit in place why are we not leveraging things that we already have HR specifically is a space where the first thing that every HR leader thinks of is let me go take a shiny tool outside that can come solve our problems um so it was also it was that partnership that helped um us to tackle this as a team but I would say it started on both sides yeah and I've said on people Tech teams that actually sat in the people Department instead of I.T and then I had to collaborate with it for you know a lot of things I didn't have access to myself and then I owned all of the HR tools so you know generally someone's going to be responsible for managing those HR tools and that role can sit on the people team or the IT team I've seen it work both ways hi sorry just kind of had to jump in there uh so we have a similar solution and I kind of we we essentially took mulesoft to take data from workday and then create a jira record we then send an email to the manager saying hey you have an onboarding task fill out this information and so the question that I had for you guys is how do you go about having the manager indicate specific things that that hire needs and then how are you guys essentially spinning off the Right tickets because what we do right now is like let's if someone wants a Salesforce access the manager indicates that we then spin off a ticket to the Salesforce team if they need access to AWS account we fill off a ticket and so I just wanted to figure out I guess similarities and differences in your process and getting specifically the managers to fill out the right information great question we actually don't really have managers ask for things like access needs for their employee till day one and then it's actually their employees responsibility to go figure out what they actually need and request access to it otherwise we also have Birthright access configured through like you know demographic data so like if you're on this team you should automatically be added to this tool that we do in in a few different systems sale point is the latest one that we're migrating to for identity access management where it really becomes a self-service function to request access and different levels of access as well could you describe now that you moved a bunch of teams together into one project your triage process do you have a triage queue do you do auto triaging a combination like is somebody's job to watch that triage queue and then the individual team cues or how did you handle that great question we do have a triage team and their primary focus is taking all the incoming requests determining who they should be routed to ideally they try to self-service the answer themselves through knowledge-based articles but then there's documented escalation paths on how to pull in the right people and we all swarm together to like resolve all these tickets and just to add that we have a tiered model so the level one support kind of Lies with the business so we have people operations folks helping us with level one support and then when it's actually a truly a tech support or help or escalation needed then it's a level two level three so that's how our triage process is set up yeah yeah and you could also build out automation rules for that right like if you have a field on the on the ticket to actually you know ask what system is is affected you can easily use that to route to the right queue one of the messages that I got from the teams event this year was minimizing a lot of customization in your tools and kind of keeping things a little bit more simplified and so I'm looking at like the workflows that you all have and they're so sophisticated and it's great that you all have come up with the solution that really just solves so many issues and it's so automated and it gets through a lot of work but did you all feel any kind of conflict with building such a sophisticated tool and how do you all maintain that going forward keeping up with the automations and one slight change that impacts your workflow yeah um for that it's ideally we don't want to customize right we want to simplify as much as possible and standardize as much as possible and actually the promotion nomination project was a great example because we didn't even know how many processes we had across the company that were so different when we finally put this in one tool we realized we have 20 different workflows and we're like oh my God no this is not good right so the initial build we started that way but we've been iterating on it constantly every cycle to try to get teams to align and streamline things so our goal is to simplify as much as possible but we understand that there's going to be requirements that tools aren't going to be able to meet like out of the box tools aren't going to be able to meet and that's when we make the decision to customize you know we also heavily debate buy versus build like do we want to build our own custom tool or is it going to be more efficient and faster for us to customize something out of the box and then we take all those factors into consideration like maintenance and you know how much time we actually need to spend that much time in resources we actually need to spend to keep these things running could you please describe how you manage user privacy for HR issues especially when it comes to interactions with team leads and managers yeah we take advantage of all of this issue security features like we have project security issue level security and we lock things down so they're only the right people have access to them we use a lot of custom fields for Driving Access you know pulling in the HR partner for example when they when they're needed or making sure only comp team members can see things what's nice about the service desk model is that there is the customer portal View and the agent view so we can have fields that only the agency on the back end and the requesters only see the things that we want them to see on the front end we do have a data governance model also in place which allows us to determine what do we actually take from workday for what processes and save them in these cues and issues so not everything is available so privacy takes we kind of meet privacy requirements in that fashion as well um I have a question about asset management but before I go to that we actually have implemented HR onboarding solution and to answer the question from the gentleman uh forms do give you the ability to show what uh sources you want the manager wants to give access to so when HR creates non-voting requests we we use apis to get the Department the person belongs to and we Auto populate the form to get the systems that they need access to so managers can tick off what access level they need to the system when you onboard a new member how do you track the physical assets that are associated with the new person yeah we used your tickets we actually are moving to the asset module of Juror service management that's actually handled by the workplace technology team though so it's not something that's in scope for people Tech but we partner with them too to make sure their process is you know robust and they're all the requirements are met as well yeah thanks and the asset management module is actually very cool I have it I've played with it a little bit it's on my like to-do list to actually go back and revisit that and try to reimagine how we do Integrations because you know one thing that we could easily do is just create an asset record for every employee and then pre-populate all of their demographic data and just keep that one record updated and then type tickets to those assets so that way we pull in all the data from those assets so that's definitely like on the back burner for us and one day we'll come back around to tackling that I think that's a follow-up question here we just we just set that up for for a client we have a workday um poll that pulls all you know I guess 90 000 records and into assets but they do have a need for some some fields to be copied over on ticket creation because they want to know like you know department at time of ticket but that worked pretty well we I think we built that in about a week it wasn't that bad awesome yeah I know you said that you were using third-party apps and stuff but for the workflow um I'm curious to to know if you're actually using the jira out of the box workflow um properties and all that fun stuff or using anything like JSU or jmwe we're not using any plugins okay thank you everything is out of the box vanilla like we do we do customizations in terms of using the apis to pass data in and out but that's pretty much it any other questions oh sorry um you are very internationally so you have a lot of people in a lot of different locations for an HR service desk I can assume that some people from some locations can create different request types based on their location how are you guys limiting that security part in handling it yeah again because we're pulling in the data from workday we have all of the employee demographic data including location and then based on that we can apply the right security levels as well if we need to but those things are being handled after the issue is created or are you limiting the views on the portal already based on their information it happens right at the time of creation so it's like a few second gap between when we pull the data in and update everything yeah thank you there's a couple ways to do that too by the way like you can also uh if you really needed to if you had separate request forms you could tie it to different issue types and tie it to unique workflows and in that workflow you can apply a security level on creation and it comes instant so are you guys also looking forward to the feature where you can restrict request types per groups yeah okay totally yeah we uh there's a there's a couple plugins out there that do that and I've played with them in server before for some projects they work nice so there's Solutions out there for sure