Changing how work gets done with Employee Journey Management


Improving the employee experience with Employee Journey Management

COVID-19 accelerated many of the changes that were happening at work pre-pandemic, setting off a spike in innovation as companies developed new workflows to address these changes.

According to ServiceNow’s 2021 Employee Experience Imperative Study that surveyed 3,000 employees at large enterprise companies in North America and Europe, 62% of employees believe COVID-19 will have a significant impact on their work experience for years to come. In addition, 65% hope to have a hybrid approach to digital and in-person interactions when it’s safe to return to the office.

In an increasingly distributed workplace, companies must better connect processes, reduce bottlenecks, and simplify and streamline the way work gets done across the enterprise.

Introducing Employee Journey Management

Today, we’re thrilled to introduce Employee Journey Management, a new package of enterprise-wide capabilities focused on improving the employee experience as they navigate the moments that matter most in their work lives, including returning to work, setting up remote workspaces, transferring departments, and being promoted.

Employees are on their own unique career journeys with their organizations, and each path is fluid and dynamic. Employees should be supported with resources that are personalized to their needs and tools that connect all the departments they’ll interact with—from HR and IT to legal, procurement, and workplace services.

With Employee Journey Management, HR teams can craft a complete workflow that spans the enterprise, connecting disparate processes and siloed systems, with no coding required. Managers can personalize these workflows with no-code tools to fit the unique needs of departments, teams, and even individuals.

As a result, employees have access to all the resources they need in one place, so they don’t have to click through multiple systems to complete tasks such as adjusting benefits, participating in trainings, and getting help.

Employee Journey Management capabilities

The capabilities in Employee Journey Management include:

  • Journey Accelerator: An app that helps managers create customized role-based plans for employees. Managers can use Journey Accelerator to organize activities and tasks personalized to an employee’s specific role to help them be successful and productive through any stage of their career journey—such as a promotion or a transfer to a new team.

  • Listening Posts: Capture employee feedback and enhance the employee experiences in the moment with pulse surveys across any service request or any stage in an employee’s journey. This real-time feedback enables organizations to make key modifications to further improve processes.

  • Learning Posts: A successful employee journey should be supported with learning opportunities, and organizations need to be able to deliver these experiences to employees directly in the flow of their work. Learning Posts help employees upskill with relevant, contextual learning based on their interests and needs so they get the help when they need it.

  • Lifecycle Events: While many requests an employee makes throughout their journey may be simple, others—such as remote onboarding, returning to the workplace post-COVID, and offboarding and reboarding furloughed employees—are more complex and require multiple actions across departments. Lifecycle Events, first launched in 2017, are workflows managed at the corporate level that enable organizations to automate complex processes across the company. This helps create great employee experiences during the moments that matter most.

  • Experience Packs: Employee Experience Packs give HR a blueprint to deliver simplified journeys with prepackaged configurations, content, and workflows. They include sample knowledge articles and virtual agent conversations that employees can use for self-help and sample HR cases and tasks. Employee Experience Packs help teams leverage best practices from our customer design partners, accelerate time to value, and enable fast adoption of new, innovative employee experiences.

Learning Posts are expected to be available in the ServiceNow Store on May 20, 2021. All other capabilities are available today.

Simplify the employee experience and manage lifecycle events with ServiceNow Employee Journey Management.


Improving the employee experience

Bristol Myers Squibb, a global biopharmaceutical company, has been collaborating with ServiceNow for more than seven years. Together, the companies have built a digital onboarding tool powered by ServiceNow® Lifecycle Events, and an employee service portal. These new tools give employees access to the resources they need to be successful even before their first day on the job and create a truly unified experience across the enterprise.

The onboarding tool streamlines tasks and guidance across departments onto a single platform and creates an accelerated path to success with curated content and early access to information, while providing managers with tools to easily assign tasks, conduct trainings, and mentor employees. These resources were critical before the pandemic and proved even more essential amid COVID-19 as employees needed digital tools at their fingertips to overcome the challenges of remote work.

“When we began working with ServiceNow, we knew we needed to create tools that instilled a sense of belonging, fostered engagement, and accelerated new hire integration even before day one,” said Lori Moser, head of experience and engagement at Bristol Myers Squibb.

“Our collaboration with ServiceNow has allowed us to build innovative, unified experiences for employees working from anywhere, enabling us to drive the employee experience forward.”

Leaders are leveraging lessons learned during COVID-19 and applying digital workflows to create even greater employee experiences for the new era of work.

Learn more about simplifying and streamlining the employee experience at Knowledge 2021.


ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

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