Exceptional HR service with Jira Service Management: Guide + Tips

Jira Service Management transforms HR by streamlining operations, automating workflows, and enabling seamless collaboration for distributed teams. With powerful integrations and AI-driven processes, HR teams can efficiently manage everything from onboarding to offboarding, maintain data security, and focus on high-value tasks. Provide your employees with a consistent, consumer-grade experience—no matter where they are. Discover how to upgrade your HR team into a high-velocity service hub.

Instead of intro: 5 tips to better HR service management

Managing a distributed workforce presents unique challenges for HR teams. From onboarding new hires across different time zones to ensuring consistent communication and support, maintaining a positive employee experience requires efficient and streamlined processes.

Atlassian is a remote company and the HR team uses its own product, Jira Service Management, to:

Simplify access to services: provide a single point of access for employees to submit requests, find information, and get help.

Automate workflows: streamline HR processes with automated workflows and reduce manual tasks.

Maintain security for HR cases: ensure a safe space to document and track the events related to HR cases.

Keep HR focused on high-value tasks: enable self-service through knowledge bases and virtual service agents.

Track service demand: use data to see the number of HR requests, how many employees have successfully been onboarded, and team workloads.

These five steps show how HR teams can create more streamlined, efficient processes, and they’re even more powerful when supported by the right technology. That’s where Jira Service Management comes in, offering an end-to-end solution to elevate your HR service experience (HRSM).

How you can deliver exceptional HR service with Jira Service Management

Use AI to supercharge your productivity

Enhance your HR Service Management with an AI-powered virtual agent. Deliver rapid, accurate support to employees while enabling your HR team to focus on high-value and complex requests.

Learn more: Top 10 AI Superpowers Coming to Jira Service Management

Provide an exceptional employee experience

Design a tailored help center that serves as a centralized, user-friendly destination for employee support. Consolidate announcements, knowledge articles, and service requests in one place to streamline information sharing, reduce repetitive inquiries, and manage confidential issues efficiently.

Want to learn how Atlassian HR empowers its distributed workforce? Watch this video

Boost team productivity

Integrate workflows across departments and optimize processes throughout the employee lifecycle. Leverage automation and AI to minimize manual tasks, and tailor work management and tracking to fit your team’s unique requirements.

Measure what matters

Unlock actionable insights with advanced reporting capabilities. Leverage CSAT analytics and request metrics to pinpoint areas for increased productivity and deliver enhanced employee support.

Keep sensitive information safe and sound

Leverage advanced reporting to uncover actionable insights. Use CSAT analytics and request data to pinpoint efficiency gains and strengthen employee support while maintaining strict information security.

HR features in Jira Service Management

Chat and email support

Empower employees to submit requests directly from Slack, Microsoft Teams, or email. Deliver seamless support within their preferred platforms and capture every request without exception.

Virtual service agent

Set up the virtual service agent to automatically resolve employee FAQs, reduce incoming request volume, and optimize agent efficiency.

Knowledge base

Leverage your knowledge base to automatically present relevant articles and reduce incoming requests. Enable employees to independently resolve common inquiries through an intuitive self-service portal.

Security and controls

Restrict access to designated request initiators and protect sensitive data, including information from integrated third-party sources.

Multiple help centers

Design and tailor dedicated help centers for distinct user groups, such as new employees, managers, and former employees.

Integrations

Connect with reliable applications and integrations to synchronize data seamlessly across your systems.

Automation

Automate key processes such as onboarding by intelligently routing requests to the appropriate approver and automatically assigning tasks to team members.

Reporting

Review detailed reports on incoming request volumes, onboarding success rates, team workload, and additional key metrics.

Dynamic forms

Collect important context with forms that adapt based on employee inputs. Reduce back-and-forth and streamline information gathering.

Bonus: How to set up Jira Service Management for HR

Getting started with HR service management in Jira Service Management isn’t complex, even if you're using it for the first time. Atlassian provides the building blocks you need to launch quickly and scale confidently. By following a few proven best practices, your HR team can set up a solution that supports both employees and internal goals from day one.

Hector Sartori

ITSM, CSM, Atlassian Expert (JSM)

Before you get started with setup, I recommend that you take some time to really understand the needs and challenges of your HR team. You can then map these requirements and implement them directly into Jira Service Management features such as request types, queues, and workflows to ensure that the solution truly supports our day-to-day operations.

 

✅ Jumpstart your HR service delivery with ready-made templates and workflows

Use Jira Service Management’s out-of-the-box templates and request types to jumpstart your HR portal. These templates are designed for common HR scenarios — like onboarding, benefits, or policy changes—and can be customized to match your team’s specific processes.

HR template for Jira Service Management

 

📚 Enable a self-service knowledge hub

Empower employees to resolve issues on their own by connecting a Confluence knowledge base. Articles and FAQs are automatically suggested as users begin typing requests, reducing ticket volume and improving response time.

⚙️ Embrace automation for HR efficiency

Simplify repetitive tasks with no-code/low-code automation. From routing requests to updating statuses or sending reminders, automations save time and ensure consistent processes.

📊 Leverage built-in reporting and employee feedback tools

Track service performance with built-in reporting tools. Use satisfaction surveys to gather feedback and identify areas for improvement in your HR services.

🔐 Build a strong foundation for data privacy and confidentiality

Ensure employee trust by setting up dedicated service desks for sensitive topics like payroll, employee relations, or medical leave. Jira’s robust permissions help you control visibility and keep personal data protected.

 

 

Empower your HR team with a solution built for people and process

At catworkx, we understand HR teams' unique challenges and are here to help. As a specialized ITSM partner, we’ve developed dedicated HR service solutions based on Jira Service Management, making it easier to support employees, streamline processes, and maintain confidentiality. Whether you're just getting started with your team's needs and requirements or looking to optimize your setup, our team is ready to guide you every step of the way.

 

Looking to transform your HR service delivery?

catworkx experts are here to help you launch a solution that fits your team's needs — fast, secure, and built to scale. Contact us to start a conversation about how you can transform your HRSM.

contact catworkx

×