This project connected Workday and ServiceNow to centralize request intake, enabling cross-system visibility and a more structured prioritization framework.

Goal: Transform a fragmented internal request process into a structured, transparent workflow that improves response time and communication

Team: HRIS and IT

Role: Sr Systems Analyst designing an end-to-end intake system that made invisible work visible and traceable.

What this Demonstrates

Workflow design is user experience. By simplifying inputs and illuminating progress, I turned a chaotic process into an organized, collaborative system.

THE PROBLEM

Support requests came from every channel—emails, chat, hallway conversations—resulting in confusion, duplicate work, and missed priorities. Stakeholders lacked a single source of truth or insight into progress.

THE APPROACH

I focused on connecting the people, systems, and information streams.

• Interviewed frequent requestors and HRIS staff to identify core pain points.

• Mapped the request lifecycle from submission to delivery, exposing bottlenecks.

• Analyzed communication gaps to design feedback loops that kept users informed.

THE SOLUTION

Built a centralized intake process with clarity at its core.

• Created a single, intelligent form that guided users to provide complete information.

• Designed linked dashboards showing ticket status and upcoming priorities.

• Established a triage framework for consistent prioritization.

• Authored documentation and communication templates to reinforce transparency.

IMPACT

Teams knew exactly where requests stood and what to expect next. HRIS staff reduced manual triage, and stakeholders trusted the process. Communication became structured and visible.

Reflection

The clearest systems are the ones people actually use. This project reaffirmed my belief that good design is operational clarity made visible.