HR Case Application Implementation

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i have to Implementation HR Case Application.

Business Case Overview:

HR-Employee Relations Team in NCR is currently working and managing all the HR cases through emails and excel spreadsheets. This implementation requires migrating the case management from emails and excel to ServiceNow Platform.

This process involves streamlining of the processes for various case types handled by HR-Employee Relations Team at Cloud Dimension Ltd which includes defining workflows for each of the case types handled by HR-Employee Support Team along with reports generation capability for all HR case types.

This implementation requirement also involves a “Data Restriction" clause to secure the HR case data from other stakeholders at Cloud Services since the cases involve sensitive and confidential information.

Back Office forms and Processes for each of the HR Cases

The HR-Employee Support consists of ESP (Employee Support Partner) who works on all types of HR Cases.

The Classification of HR Case types are as follows:

1. Disciplinary and Attendance Issues
2. Workplace Conduct Issues
3. General Complaints

Key consideration for the implementation:

• HR-Employee Support team is relatively new to the ServiceNow Platform therefore administration of the developments may pose a challenge so any administration module may be required for the future maintenance and developments which includes forms, scripts, flows etc.

• Application Scalability: This application must be designed in such a way that it can be scaled up for accommodation of multiple case types in future. This application scalability helps in reduction of implementation duration in future.

• Single View Visibility of Case Data: Visibility of case data in a single window such as HR Dashboard in which monitoring of cases can be done in ease and in a quick access for HR Employee Relations Team as the stakeholders are relatively new to Service Now Platform.

• Application Security:  Securing the HR Case Management Application is a crucial aspect of the implementation since these cases involve anonymous, sensitive data.

• Roles/Groups: Appropriate Roles for operations of the cases is important.HR Admin role along with the fulfiller roles for case management in the HR Case Management Application.

• Case Form Layouts: Case form layouts must be uniform, and the form configurations must be like OOTB standards.

Please suggest what will be my approach to achieve this custom HR Case application.