Your Top HR Questions with HR Practice Lead, Tory Young [new video]

Can you believe today marks the penultimate day of our Christmas in July content giveaway? We’ve been thrilled to share videos, slideshares, and even a raffle over the last 9 days, and in order to end with a bang, today we’re releasing a brand-new segment from Acorio’s HR Practice Lead, Tory Young.   

The last year has been defined by people’s resiliency, and there’s no better example of this in business than HR. During 2020, HR teams enabled a sudden transition to remote work and supported employees around the globe throughout tumultuous and unprecedented circumstances. These adjustments demonstrate the flexibility and simplicity that have come to define modern digital transformation. Check out the blog below to see what Tory has to share about the state of HR, along with common challenges, and client mistakes.

A World of Change: HR in 2021  

The last 18 months have catalyzed immense shifts in the world of work, prompting HR organizations to rethink and reframe traditional forms of employee support. The largest HR trends to emerge so far this year center around meeting employees no matter where they are: more firms are adopting ServiceNow’s Employee Service Center to support a mobile workforce and implementing Safe Workplace to responsibly transition their teams back into the office.  

Firms embracing ServiceNow’s HR Service Delivery solution are better positioned to meet today’s ever-changing business landscape with flexibility. That means supporting employees and making their Return to Work simple and safe, whether they’re commuting into HQ or working from the comfort of their couch.  

Avoiding HR’s Common Challenges & Client Mistakes  

When it comes to HR projects, the most common challenges include securing dedicated resources, establishing an ongoing support model for HRSD to foster appropriate prioritization and execution of enhancements, and defining a strategic roadmap to visualize long-term maturity.  

“I would say the biggest misconception is that each HR organization is highly unique. If you’ve worked in HR for long enough, you know what a best-in-class HR shared services structure should look like. That’s really where we’re able to add a lot of value for our clients: leveraging our knowledge.” -Tory Young, HR Practice Lead, Acorio

Many clients assume that their HR organizations are unlike any other. While each firm has a distinct culture and unique team, HR best practices apply regardless of industry or company size. In fact, downplaying Organizational Change Management is the most common client mistake we see made during HR projects. This should come as no surprise: without buy-in from your team, it’s nearly impossible to enact true change. In other words, firms must acknowledge that embracing digital transformation is a journey that they must travel alongside their employees so where everyone understands the what, where, why, when and how. Firms leaving their teams out of the know can’t and shouldn’t expect them to embrace a new product or initiative. Conversely, companies that prioritize OCM generally achieve more success with their projects.  

Quick Wins for this Quarter 

Many clients come to our team asking for simple, fast-tackle action items. If you’re looking for quick wins this quarter to make moves in HR, start by analyzing your performance metrics to understand where you’re good and where you need to make improvements. Once you have an idea of your team’s ability to meet SLA’s, then it’s time to focus on achieving a high level of employee satisfaction with your services. From there, use this information to inform and guide both your strategic and tactical plans.  

HR’s 2021 Mandate: Connecting the Dots to Support Employees 

One of the central lessons of 2020 was the true value of our people. Today’s competition for talent continues to grow, challenging firms to retain their people by meeting the demands of all employees (remote and not) while also providing each and every team member with a consumer grade experience. HR has to remain a top focus for organizations that wish to hang onto the talent that kept them afloat during 2020.  

As more business leaders recognize HR’s critical role in driving culture and people strategy, more organizations are seeking fast and efficient HR implementations or expansions on existing tools. Amongst our own clients, we see organizations moving from ServiceNow Pro to Enterprise and taking steps to automate services where possible and practical. The result? Companies are finally starting to seriously connect the dots between ServiceNow, their talent and retention strategies.  

For the rest of 2021, expect a continued emphasis on integrated Employee Experience strategies between all shared services organizations including HR, IT, Facilities, Legal, and more. ServiceNow enables expanded collaboration amongst these groups to further reduce friction for employees, providing them with more seamless experiences. An example of this is the platform’s decision to combine its Onboarding and NowMobile App to offer a smoother transition for new hires and enhanced mobile capability for remote workers. 

About Tory and Acorio’s HR Practice 

Bringing nearly a decade of HR experience to Acorio, Tory Young is an experienced and intuitive leader in HR Transformation, HR Service Delivery, and HR Quality Assurance. His experience includes leading a ServiceNow HRSD implementation for a client with 55,000 employees, and sponsoring a ServiceNow implementation during a merger that affected 160,000 employees. From workflows to governance, he is our residential expert in everything under the HR umbrella. 

As our HR Practice Lead, Tory is responsible for Acorio’s ServiceNow HRSD practice, including best practices and enablement to create a consistent world class experience for our clients. Acorio HRSD is excellence personified; we’re a group of former HR practitioners, technical gurus and Employee Experience enthusiasts who try our best to be the best. Our 4.9/5 CSAT score speaks for itself.