Reimagining Service Delivery: How Concurrency Powered a Staffing Firm’s ServiceNow Transformation

When a Staffing & Employment Services Company approached Concurrency earlier this year, their challenge was clear: despite significant investments in ServiceNow, their internal and external support experiences were fragmented, unintuitive, and underutilized. Employees and consultants struggled to find the right support channels, business operations teams were burdened by manual processes, and adoption of self-service was low. The result? Too many emails, too much manual triage, and not enough value from their technology investment. 

The Initial Problem: Complexity, Confusion, and Low Adoption 

This company’s support ecosystem had grown organically, resulting in multiple portals, inconsistent taxonomy, and a lack of clarity for end users. Employees and consultants often didn’t know where to go for help, or how to describe their issues in a way that would get them to the right team. The ServiceNow Employee Center and Customer Service Management (CSM) modules were in place, but the experience was siloed, with IT, business operations, and talent support each operating in their own lanes. From an outside perspective, it almost felt like the model was requiring their users to know the org chart just to get help. 

Where We Started: Learning and Understanding the Ecosystem 

Recognizing that technology alone wouldn’t solve these challenges, they partnered with us to do a comprehensive assessment and redesign. We began with a series of discovery workshops and stakeholder interviews, mapping the current state of onboarding, support workflows, and portal usability. We analyzed usage data, reviewed pain points, and benchmarked against ServiceNow best practices. Key findings included: 

• Most support requests were routed via email or phone, not the portal 

• Taxonomy and language were inconsistent and confusing 

• Manual triage and reassignment were common, slowing resolution times 

With these insights, we worked collaboratively with this client to design a new support experience.  

The Outcome: A Roadmap for Sustainable Change

The result of this engagement was a comprehensive technical specification and prioritized roadmap, tailored to this client’s unique needs. Our recommendations within these deliverables included: 

1. Unified Taxonomy and Navigation 

We developed a two-level taxonomy—topics and subtopics—aligned to how users think about their problems, not how the org chart is structured. For example, “Payroll Issue” or “Site Access” become front-and-center, regardless of which team ultimately resolves the request. 

2. Process Automation and Smart Routing 

We mapped out new workflows using ServiceNow’s Flow Designer and Advanced Work Assignment, ensuring that requests will be automatically routed to the right team, with clear SLAs and fewer manual handoffs. 

3. Branded, Consistent Communications 

We designed branded notification templates and a unified chat experience, so users receive clear, actionable updates—no more generic “IT Support” emails for business operations issues. 

What Made This Project Successful 

1. Strong Organization 

Unlike traditional implementation projects, a roadmap initiative is primarily focused on information gathering rather than system configuration. Because of this, the client’s organization and availability are critical. Their ability to provide timely access to stakeholders and documentation ensures our team can uncover the full landscape of needs and challenges—ultimately enabling us to deliver well-informed, actionable recommendations. 

2. Active Leadership Oversight 

From day one, the client’s leadership team was actively engaged. We held monthly meetings to share progress updates, secure approvals, and identify ways they could help remove roadblocks. This consistent top-down involvement created momentum and alignment across teams. Leadership buy-in wasn’t just present—it was a driving force behind the project’s success. 

3. Seamless Collaboration Between Architecture and UX 

In addition to my role as project manager, we had both a technical architect and a UX/UI architect embedded in the project. The technical architect focused on aligning ServiceNow best practices with the client’s unique needs, while the UX/UI architect led wireframe designs to enhance user experience. Their ability to collaborate closely was essential. Facilitating that partnership was part of my role, and they delivered exceptionally well. 

Looking Ahead 

This client now has a clear path to a more intuitive, efficient, and scalable support experience—one that meets users where they are and delivers measurable business value. At Concurrency, we’re proud to have partnered on this journey with them and look forward to seeing these improvements drive adoption, satisfaction, and operational excellence. 

If your organization is struggling to get the most from ServiceNow or wants to transform your support experience, let’s connect!