AI Agents To Run Your ServiceNow HRSD.

Stop burning your team's time on HRSD configuration. Put Echelon's AI Agents to work building HR Services, routing, and Lifecycle Events — directly in your instance, in days, not quarters.

Trusted by ServiceNow teams atUnited HealthcarePwCASICS
Live build
HR Service — Design & Build
Stand up a new Employee Relations grievance HR Service — route to the right ER specialist, manager approval, confidentiality locked down. Requirements sheet attached…
Response to:Employee Relations grievance — HR Service design & build plan
Mapping HR requirements to the HRSD hierarchy and configuring routing…
16s
Viewed 48 Records
Viewed 4 Tables
Viewed Record Stats
Modified Files
Walked the COE → Topic Category → Topic Detail → HR Service hierarchy — Employee Relations COE exists, no grievance service.
Sampled hr_service + hr_service_configuration — reused the Workplace topic category.
Mapped routing: combined an hr_assignment_rule with an hr_matching_rule to target ER specialists by region.
Scoped approvals, confidentiality hr_criteria, notifications & SLAs from the requirements sheet.
Employee Relations Grievance — HR Service Design Complete
Design attached · er_grievance_hr_service.html
Verdict: Ready to build — hierarchy, routing & lifecycle mapped
01
Reuse Employee Relations COENew Grievance Topic Detail under the existing hr_service_coe — no duplicate hierarchy.
02
HR Service + record producerhr_service with a 6-variable record producer published to Employee Center.
03
Assignment + Matching ruleshr_assignment_rule paired with hr_matching_rule to route by region to ER specialists.
04
Confidentiality locked downhr_criteria + scoped roles so only ER fulfillers can view the case.
05
Lifecycle & approvals wiredManager approval activity set, employee & fulfiller tasks, HR documents and notifications.
Phase 1
Build the hierarchy — Topic Detail + HR Template under the ER COE
Phase 2
Create the HR Service+ record producer variables & UI policies
Phase 3
Configure routing — HR Assignment Rule + HR Matching Rule by region
Phase 4
Apply confidentiality — hr_criteria + scoped RBAC for ER only
Phase 5
Wire the lifecycle— approvals, tasks, documents, notifications & SLAs
Phases 1 & 2 establish the hierarchy. Phases 3–5 layer routing, security & automation. Full detail in the attached design.
Ask Echelon to design an HR Service, configure routing, or automate a Lifecycle Event…

This is a 24-week project to get case management in for an HR shared service center — someone going through an Excel template filling out what every field should be.Those days have gone. Echelon builds it in a day.

Global Transformation LeadFortune 500 advisory firm

24-week deployments. Endless workshops.Configured field by field, by hand.

Months to stand up HR case management.

The classic 24-week SI deployment: requirements workshops, Excel templates, sprint after sprint — before a single HR Service is ever live for employees.

The HRSD hierarchy is a maze.

COE → Topic Category → Topic Detail → HR Service. Your fulfillers just want to publish a service to employees — not decode four layers of configuration.

Assignment Rules vs. Matching Rules.

IT has assignment rules. HR has both HR Assignment Rules and HR Matching Rules — and knowing when to use which combination feels impossible.

Lifecycle Events nobody wants to touch.

Onboarding and offboarding are operationally critical — but activity sets, cross-department tasks, approvals and documents are so brittle that “if it ain’t broke” wins.

From HR requirements to live services — in days.

Echelon's AI Agents build, route, automate, and govern your HR Services — directly in your instance, following your standards.

Book a scoping call
01Translate

Requirements into HR Services.

Drop in an Excel sheet, a workshop transcript, or plain-language notes — Echelon translates them into production-ready HR Services.

requirements.xlsx8 case types
Parsed to stories✓ Ready
02Structure

The HRSD hierarchy, handled.

COE → Topic Category → Topic Detail → HR Service. Echelon reuses what exists and builds what's missing — in the right order.

COE
Topic
Svc
✓ ReusedER COE · Workplace topic
03Route

Assignment & matching, from plain language.

Describe who should get the case. Echelon creates the right combination of HR Assignment Rules and HR Matching Rules for you.

AssignmentER specialists
Matchingby region
✓ RoutedEMEA → London ER team
04Automate

Lifecycle Events, end to end.

Activity sets, employee & fulfiller tasks, cross-department tasks, approvals, documents and notifications — built and maintained.

Onboarding lifecycle
Activity sets
12 tasks · 3 approvals✓ Wired
05Govern

Locked down on Autopilot.

Confidentiality criteria and scoped RBAC keep sensitive HR cases private — and agents enforce your standards as the team builds.

ER case management · access scoped
HR criteria + RBACER only
Standards enforced98%

What Echelon does for your HRSD.

From a single HR General Case service to the full gamut of HR Services across all HR COEs — Echelon covers the entire HRSD configuration lifecycle.

HR Service Design & Publishing

Echelon understands the full HRSD hierarchy and translates your HR functional requirements into working HR Services, live in the Employee Center.

HR Case Management Across All COEs

Stand up HR services across every COE — Employee Relations, Benefits, Payroll, HRIT, Workforce Administration — with the correct structure, case types, and granular reporting.

Assignment & Matching Rules

Describe your routing in plain language. Echelon automatically creates the correct combination of HR Assignment Rules and HR Matching Rules.

HR Lifecycle Event Automation

Echelon automates the creation and updates of your Lifecycle Events — activity sets, cross-department tasks, approvals, employee & fulfiller tasks, documents and notifications.

Legacy Workflow → Flow Migration

Turn that old onboarding “crow’s nest” of legacy workflows into clean Flow Designer flows — the migration your team never has time for.

RBAC & Confidentiality Controls

Sensitive HR cases need their own lockdown. Echelon configures HR criteria and scoped RBAC so only the right fulfillers ever see the data.

Accelerate everyone who touches your HRSD.

Business Analysts

Turn raw HR requirements and process docs into validated, build-ready HR service specifications.

RequirementsProcess mappingStories

Developers

Ship HR services, lifecycle events, flows, and integrations faster — with tests and docs included.

HR ServicesLifecycleFlowsATF

Architects

Enforce standards and design patterns across every HRSD change — before it reaches production.

StandardsDesign reviewGovernance

Platform Owners

Clear the HRSD backlog and keep the platform healthy — without growing headcount.

BacklogHealthRoadmap

Agents that understand your instance & your business.

  • Analyses requests against your instance
  • Enforces standards during development
  • Tests every update before deployment

Free trial - connect to your PDI in 5 minutes.

Update the Parental Leave HR service to cover adoption leave.
Should this apply to all employee groups, just full-time, or a combination?
All employeesFull-timeContractorsA combination
Full-time.
Got it — I’ll extend Parental Leave to cover adoption for full-time employees and leave the other groups untouched. Building now.

1 Human CMA + 1 AI CMA. 1 HRSD you trust.

Start with a quick assessment — no commitments. Echelon scans your HRSD and an expert architect reviews every finding.

01

Scoping call with the Echelon team.

30 minutes with our team to understand your instance, your HRSD maturity, and the HR services you need live.

30 min
02

Connect to your instance.

Secure, scoped connection to your instance. No platform changes, no risk, fully reversible.

10 min
03

HRSD report & build plan delivered.

Hierarchy gaps, routing review, lifecycle assessment — plus a phased plan to get your HR services live.

Days
04

Human CMA walkthrough.

A Certified Master Architect walks you through every finding, every build, and the path to delivering HRSD on Autopilot.

Live session