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HR CALL CENTERUPDATED WITHSERVICENOWThe District%u2019s move to transition the HR Call Center from Ivanti to ServiceNow began with a focused effort to understand how the current system was being used and what the new platform needed to deliver. Adrian Greaves, Project Manager, IT Solutions (IT Service Desk), led the initial requirements%u2011gathering phase, working closely with Hal Toshek, Human Resources Manager, Richard Saturnini, IT Application Services Manager, and Cindy Menke, IT Solutions Specialist, to document workflows, pain points, and the functionality HR staff relied on daily.Once the requirements were gathered, they were reviewed by our ServiceNow consulting partner, ICG Automation. Their team validated the scope, refined the technical approach, and began designing the architecture that would support the new call center experience within ServiceNow. From there, implementation moved forward in structured phases to ensure accuracy and alignment with District needs.The project was managed by Rey Mendoza, PMO Senior Project Manager, who coordinated timelines, resources, and communication among all involved groups. Hal Toshek was instrumental as the project Subject Matter Expert (SME), testing and verifying all project deliverables were met. Weekly technical and general project update meetings kept the work on track and ensured decisions were made quickly and with full visibility.A key component of the transition was to integrate the Avaya call center system with ServiceNow. This connection allows incoming calls to automatically display caller information, making it easier for agents to view details and create tickets. The result is a more efficient workflow and a smoother experience for both staff and callers.The project united multiple teams, each person contributing their essential expertise. From gathering requirements and designing the workflow to implementing components and integrating the phone system, the team%u2019s collaboration ensured a successful transition to ServiceNow. The HR Call Center staff is quite pleased with the successful transition to ServiceNow, a more modern, capable platform. Page 13