Overview
This project connected Workday and ServiceNow to centralize request intake, giving the HRIS team cross-system visibility and a structured prioritization framework.
Goal: turn a fragmented internal request process into a transparent workflow that improved response time and communication.
Role: senior systems analyst designing an end-to-end intake system that made invisible work visible and traceable.
The problem
Support requests came from every channel — emails, chat, hallway conversations — resulting in confusion, duplicate work, and missed priorities. Stakeholders lacked a single source of truth or insight into progress.
Approach
I focused on connecting people, systems, and information streams.
- Interviewed frequent requestors and HRIS staff to identify core pain points.
- Mapped the request lifecycle from submission to delivery, exposing bottlenecks.
- Analyzed communication gaps to design feedback loops that kept users informed.
Solution
Built a centralized intake process with clarity at its core.
- Created a single, intelligent form that guided users to provide complete information.
- Designed linked dashboards showing ticket status and upcoming priorities.
- Established a triage framework for consistent prioritization.
- Authored documentation and communication templates to reinforce transparency.
Impact
Teams knew exactly where requests stood and what to expect next. HRIS staff reduced manual triage, and stakeholders trusted the process. Communication became structured and visible.
Reflection
The clearest systems are the ones people actually use. This project reaffirmed that good design is operational clarity made visible.