Why HR Teams Love Jira Service Management

Why HR Teams Love Jira Service Management - Blog

Human Resources handles a lot of tasks that many of us take for granted. No longer viewed as a cost center, HR handles internal services around talent management, compensation and employee benefits, training and development, compliance, and workplace safety. However, HR can be invisible if they are not accessible.

What is the employee’s experience when sensitive issues or urgent needs are not met quickly? What is their experience if their HR tasks fall into a black hole and their status is unknown? HR needs tools that can make or break the real or perceived value of HR.

One of the tools HR teams use is Jira Service Management. It’s not an HR-specific software, rather, it is software built for any team looking to open up a service portal for customers to submit requests and to track their progress. To the requestor it’s an easy experience to search or discover services. To the service provider (in this case, HR), it’s an easy to deploy solution to funnel and prioritize all the transactional work the organization needs.

After deploying Jira Service Management for several companies, here are some of the top reasons why HR teams love it:

  • Fully Configurable Workflows & Issue Types: HR work is process driven and often sensitive. Employee requests can impact fixed budgets, and therefore require approval. Employee requests can impact legal risks, and therefore require outside collaborators. The list goes on. The good thing is, the DNA of Jira is in its ability to configure any number of conditional logic or sets of rules based on both the types of requests, but also inputs or conditions that change as a request goes through its lifecycle.
  • Employee Onboarding Made A LOT Easier: Bringing in new employees triggers a slew of tasks. These include IT provisioning, database and tool accesses, badge creation, training, and many other things. Trundl worked with a US Dept of Energy lab that had a 147-step onboarding process that had to be tracked over 6 months. This was previously done on Excel, now with JSM, all of the tasks and sub-tasks, their owners, and the required timelines were automated.
  • Performance Management: Jira Service Management enables HR teams to create custom forms to gather feedback from managers and colleagues. The feedback can be easily tracked and used to inform on periodic performance reviews. Other performance or productivity statistics can be tracked in Jira, if the employee relies on the broader Atlassian suite, as well.
  • Deflecting Common or Easily Solvable Requests: Everyone is used to going to Google for quick answers to questions. The HR Portal should operate the same way. Jira Service Management combined with Confluence (Atlassian’s knowledge base tool) gives requestors that advantage. As soon as they start typing their request in the portal, self-help articles come up and provide a separate avenue to resolve it. Even if they open a request, the HR rep can access those articles in the ticket, send them to the requestor, and close the ticket. Just two clicks, and the HR rep can move on to more important work.
  • Pricing is simple and affordable: How does $0 sound? Jira Service Management Standard Cloud is free for your first year if you’re buying fewer than 10 agent seats. Starting in Year 2, it runs $21/agent/month. You only pay for the number of agent seats (HR reps who will be managing the requests/tickets through their lifecycle). There is no separate cost for ticket approvers, and you can have unlimited numbers of requestors (AKA, “customers”).
  • Easy Reporting: Jira Service Management can generate reports on HR metrics such as employee satisfaction, turnover rates, and time for resolution of HR requests. The reports can be used to identify areas for improvement and to track team progress and performance over time.


Jira Service Management is a powerful tool that can help HR teams stay organized and efficient, allowing them to manage their workflows and reduce their workloads. This lightweight, scalable, and interconnected platform is the perfect solution for HR teams as JSM increases the network effects with cross-functional teams and the company realizes more value from HR. Established, bulky HR software solutions still have their place, but the world is moving towards more modern solutions such as Jira Service Management, which can help to break down knowledge silos and get immediate returns.


Looking to deploy a Jira Service Management project?

Let Trundl help you build it right and ready to scale. Contact us