Alumni Service Center
The Alumni Service Center allows organisations to create a unique, delightful alumni portal experience giving former employees a chance to remain connected to their previous employer. Through this service center, organisations can push unique content specific to alumni, fostering a community and promoting future employment opportunities. As talent returns, organisations can benefit from lowered training costs and faster time to productivity whilst ensuring a great employee experience.
For many companies, managing the interactions with alumni can be ad-hoc and difficult to manage. The Alumni Service Center presents many benefits to transitioning employees, alumni and the teams supporting them, even post-employment. Some of those key benefits include;
- Self service content (benefits, policies)
- Community and networking opportunities
- Guidance on how to receive support on reference letters
- Company news and key announcements
- Job listings and applications
In addition, organisations benefit from higher levels of self-service, reducing the burden on existing HR teams through increased case deflection. The image below depicts an example of an engaging Alumni Service Center, leveraging targeted content and links to guide alumni to relevant information and services.
One of the key benefits of the Alumni Service Center is the ability to connect and share information with an external audience. Alumni are provided restricted access through a specific role, to maintain security as well as a differentiated experience, between employees and those that have since left the organisation.
Scenario A: A single employee leaves the organisation
An employee has chosen to retire and decides to inform the business of their intended resignation. Their manager logs a voluntary resignation which in turn kicks off a Termination Process facilitated by ServiceNow’s Lifecycle Events workflow engine. Tasks are triggered to various stakeholders to streamline this process. As the employee transitions to become an alumni, their user record is transformed via a staging table into an alumni record, following any necessary approvals. This new user record populates the alumni table, capturing data such as their name, email, phone number etc. Once this process is complete, the new alumni is notified via their personal email with a link to the Alumni Service Center, their login ID and generated password.
Scenario B: A group of employees are leaving the organisation
An organisation is offboarding many employees (i.e. redundancies, furloughs or layoffs) and is looking to ensure that these employees have a great offboarding experience and are transitioned to alumni to continue to gain access to information. Organisations can leverage ServiceNow’s Lifecycle Event workflow engine to kick off this process as seen in Scenario A. Alternatively, organisations can leverage the ability to bulk import a group of employees via an import set. This can be achieved by importing an excel spreadsheet with the relevant data and transforming this into the staged alumni table. This will then trigger a bulk approval request, to verify and kick off the process of moving these individuals to an alumni record. Once this has been completed, alumni are then notified via their personal email with a link to the Alumni Service Center, their login ID and generated password. As this is a large group of employees, some may have differing needs or require access to different information. Targeted content via the Alumni Service Center is a streamlined way to ensure those individuals have access to the right information.
**Please note that in both scenarios the onus is on the organisation to ensure they have captured and verified the individuals personal email address through the offboarding process. This will then allow organisations to generate access details for the alumni.
Frequently Asked Questions
How can I gain access to this?
This application has been released on the ServiceNow Store as the Alumni Service Center application. Please review the ServiceNow Store instructions for installing Store apps and confirm with your ServiceNow account representative whether you are licensed for this application. Once installed customers can access the new Alumni Service Center module in the navigator. The Alumni Service Center will be compatible with our New York, Orlando and Paris release.
Is the Alumni Service Center supported on mobile?
Yes, the Alumni Service Center can be accessed via a mobile device on a web browser. The experience is mobile responsive and ensures Alumni can access this from their personal device at their leisure. In future, ServiceNow is exploring how to trigger mobile notifications (i.e. via SMS) in order to reach certain alumni who may not have provided a personal email address.
Does the Alumni Service Center offer a Virtual Agent to support conversations as well as the ability to create a case/service request?
The first release of the Alumni Service Center supports content sharing, knowledge articles and fostering community groups. ServiceNow will continue to enhance the Alumni Service Center by considering functionality that can support a great Alumni experience. ServiceNow recommends posting any enhancement suggestions via the Ideas Portal.
Am I entitled to the Alumni Service Center?
The Alumni Service Center is available to our HRSD Enterprise customers.
The Alumni Service Center leverages an existing CSM Explicit Roles plugin in order to support access for Alumni. Will leveraging this CSM plugin result in CSM licensing session usage?
No, customers who have entitlement to leverage the Alumni Service Center will not be impacted by this plugin or usage of it for the purposes of the Alumni application.
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