Cirque du Soleil

HR was managing employee onboarding and termination manually across a large, distributed workforce that included touring shows around the world. Each new hire required someone to trigger provisioning requests one system at a time, and each departure created a scramble to reclaim access before it lapsed silently.

The service catalog had grown organically for years. Requesting a laptop, a badge, a software licence, and a mailbox for a new hire meant four separate tickets that no single person owned end to end.

Implemented a custom ServiceNow solution to automate onboarding and termination. When SuccessFactors published a hire or termination event, ServiceNow ran the full provisioning or deprovisioning workflow. Approvals fired automatically to the right owner, and the audit trail kept a record HR could actually review.

Modernised the ServiceNow catalog by building order guides that consolidated multi-item provisioning into one request. A new-hire guide asked one set of questions and generated every downstream ticket that had previously been raised by hand.

Deployed the Workplace Service Delivery module so employees could reserve a desk from the ESC portal or the Now Mobile app, using an interactive floor plan instead of a shared spreadsheet.

End-to-end HR lifecycle automated. The onboarding and termination flows that had lived in coordination email threads now fire from the HR system automatically, with a reviewable audit trail on every event.

Provisioning requests consolidated: one guide, one form, one owner per new-hire cohort instead of a spread across catalog items.

Desk reservation live in Now Mobile for staff who don't sit at a fixed workstation.