Which role is primarily responsible for managing HR cases in ServiceNow?

The HR Admin role is primarily responsible for managing HR cases in ServiceNow. This role is focused on the administration and oversight of HR processes within the ServiceNow platform, ensuring that HR cases are properly created, tracked, and managed throughout their lifecycle. HR Admins typically have permissions that enable them to edit case details, assign cases to the appropriate personnel, and monitor case resolution, which is essential for maintaining efficient HR operations.

In this role, the individual would engage directly with the case management system, facilitating interactions between employees and the HR department, ensuring timely responses and resolution of cases. This involves not just overseeing existing cases, but also generating reports, analyzing case trends, and ensuring compliance with internal HR policies and external regulations.

Other roles, such as HR Manager, HR Analyst, and Service Desk Agent, may support aspects of HR case management but do not typically have the same level of administrative responsibility and control over the HR case system as the HR Admin. HR Managers often focus on higher-level strategy and decision-making, HR Analysts may be involved in data analysis and reporting, and Service Desk Agents primarily handle IT-related queries rather than specific HR case management tasks.