Transforming People & Culture Operations with Jira Service Management Implementation

Expert360 delivered an end-to-end JSM implementation, ensuring that all HR-related requests were securely captured, tracked, and processed with appropriate permissions.

Our team collaborated closely with T&G to address security concerns, ensuring that sensitive personnel data was accessible only to authorised users.

T&G sought to modernise how their People and Culture team handled human resource-related requests from across the business.

Their previous email-based system was inefficient, prone to lost requests, and lacked visibility and traceability. To improve efficiency, security, and auditability, T&G implemented Jira Service Management (JSM) as their centralised platform for handling HR requests.

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• New JSM project stood up to handle People and Culture requests
• Custom permission schemes implemented to restrict data access to only relevant stakeholders.
• Tailored request types and workflows built, incorporating approval and non-approval steps as needed
• Comprehensive environment testing conducted to mitigate risks of unauthorised data access
• JSM portal deployed, allowing employees to submit HR requests efficiently while improving internal tracking.

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By implementing a streamlined HR request management system, our customer achieved significant operational improvements, including:

• Increased efficiency: Requests are now processed faster, reducing delays in HR operations.
• Improved visibility and tracking: Every request is logged, tracked, and managed through to completion.
• Enhanced data security: T&G is confident that employee data is protected and only accessible to approved personnel.
• Stronger governance and auditability: Changes to employee details, roles, and rates are now fully traceable, ensuring compliance and accountability.