The Bruin CHR Service Center (previously known as ServiceNow HRSD) is an HR case management and knowledge management solution that will streamline the intake of HR requests from campus departments to Campus Human Resources and the delivery of HR services to the campus community. 

The first phase of the Bruin CHR Service Center implementation replaces the CHR compensation & salary action requests currently housed in PeopleAdmin and the current HRPOC ticketing system, and is scheduled to go live on Thursday, December 7, 2023.

Additional HR services will be made available in the Bruin CHR Service Center in future phases, beginning Spring 2024.

The December Go-Live of the Bruin CHR Service Center will 1) replace current compensation and salary action requests (e.g. Administrative Stipend, Equity Increase, Dual Employment) housed in PeopleAdmin and 2) replace the HR Payroll and Operational Center (HRPOC)’s current HRPOC Ticketing System

The replacement of compensation and salary action requests in PeopleAdmin will impact:

• All current PeopleAdmin users (e.g. Department Compensation Submitters and Preparers)

The replacement of HRPOC’s Ticketing System will impact:

• HRPOC Client Leadership, Managers & Supervisors
• HRPOC Client HR Business Partners
• HRPOC Client Employees  

The December Go-Live will include the implementation of the following Bruin CHR Service Center features:

• Unified Portal: A unified portal for submitting and tracking the status of HR requests, accessing the Knowledge Base and searching for HR-related resources and information.
• HR Requests and Case Management: Ability to quickly open and submit HR request to Campus Human resources and HR Payroll and Operational Center (HRPOC); track and view status and history of in-progress and past HR requests submitted, including related communications and decisions or outcomes documented by CHR.
• Knowledge Base: A central repository to search for general HR questions and answers.
   

The Bruin CHR Service Center offers a streamlined user experience and unified portal to:

• Submit HR requests directly to Campus Human Resources (CHR) and HR Payroll and Operational Center (HRPOC)
• Track and view the status and case history of in-progress and past HR requests submitted in the Bruin CHR Service Center
• View case notes, communications, and the decisions or outcomes for HR requests submitted in the Bruin CHR Service Center
• Search for HR-related information in centralized knowledge base
   

No. The Bruin CHR Service Center will only replace compensation and salary action requests currently housed in PeopleAdmin and the interim HRPOC ticketing system. Processes related to other UC support systems, such as the UCLA Central Resources Unit (CRU) or the UC Retirement Administration Service (RASC), will not be impacted.

For the December Go-Live, we will be focusing on establishing core functionality related to Campus Human Resources (CHR) workflows for the compensation and salary actions that will no longer be supported in PeopleAdmin and HR Payroll and Operational (HRPOC) workflows and processes that will be transitioning from the HRPOC ticketing system. Organization or department-specific workflows will not be included at this time. As we build out our foundation in the Bruin CHR Service Center and expand the number of HR services that will be processed within the system, we may consider adding future enhancements to our long-term Bruin CHR Service Center roadmap.

No, the Bruin CHR Service Center will have role-based security permissions in place so that only individuals with the HR Compensation Submitter role (approved by Chief Administrator Officers and assigned through DACCS) will be able to submit salary and compensation action requests. UCLA employees should continue to comply with their departmental processes for compensation and salary action requests.

For the December 7, 2023 Go-Live, the following HR services will be available to campus users with HR Compensation Submitter roles only: 

1. Administrative Stipend
2. Dual Employment
3. Salary Action Request
4. FLSA Resolution
5. General Compensation Inquiry

These only include exceptional requests that need to be reviewed and approved by CHR Compensation. Departments will still maintain delegated authority to process compensation and salary actions locally as outlined by the appropriate policies, PPSM-30 and Local Procedure 30.
 

As of the December 7, 2023 Go-Live, most processes for non-compensation HR services will not change. Furthermore, no departmental process changes or policy changes will come into effect with the implementation of the Bruin CHR Service Center. PeopleAdmin will continue to be used for position description, classification, and/or talent acquisition related items. Please refer to information and FAQs available for JDXpert and iCIMS Talent Cloud to learn more about how these current PeopleAdmin actions will be impacted. 
 

• For CHR Campus users, existing delegations and processes around stipends and equities will remain unchanged.  
• For HRPOC Clients, all compensation and salary action requests must be submitted to HRPOC through the Bruin CHR Service Center for processing. 
   

• New Platform and Capabilities:  The Bruin CHR Service Center will be a completely new platform with more advanced and modern capabilities than PeopleAdmin. Users will enjoy additional visibility into the status of their submitted HR requests and the ability to quickly search for answers to HR questions through the centrally located knowledge base. 
• New Processes: Campus department HR representatives will use the Bruin CHR Service Center to submit compensation and salary action requests using updated forms. These forms now include clearly defined requirements, with dynamic fields that will adjust based on the user’s request and focus on the fields and information necessary for the submission. Department HR representatives will also access the Bruin CHR Service Center portal to see the status of their requests, related communications, and decisions or outcomes documented by CHR through the Bruin CHR Service Center. 
   

The last day and time to enter salary and compensation action requests in PeopleAdmin is Wednesday, December 6, 2023.  

HRPOC Clients and HR Business Partners: Please refer to the HRPOC Client FAQs below.
 

Salary and compensation action requests submitted in PeopleAdmin by Wednesday, December 6 will continue to be processed and closed within PeopleAdmin. 
 

Yes, campus users will continue to be able to view previous compensation or salary action requests in PeopleAdmin. While campus users may still be able to access PeopleAdmin, new compensation and salary requests must be submitted through the Bruin CHR Service Center beginning Thursday, December 7 at 7 a.m. 

Note: On December 7 at 7 a.m., only administrative stipend, dual employment, salary requests (including equity increase requests), FLSA resolution, and general compensation inquiry action requests will need to be submitted to CHR Compensation through the Bruin CHR Service Center. All job description updates, job classification or reclassification requests, and job requisitions will continue to be submitted through PeopleAdmin until the dates listed on the Key Dates and Deadlines page. 
 

Beginning Thursday, December 7 at 7 a.m., all new salary or compensation action requests that are entered in PeopleAdmin will need to be reentered into the Bruin CHR Service Center. To avoid duplication of effort or delays, please submit all new salary and compensation action requests directly in the Bruin CHR Service Center beginning Thursday, December 7 at 7 a.m.

The Bruin CHR Service Center will be available to intake new requests beginning on Thursday, December 7 at 7 a.m.

On Thursday, December 7 at 7 a.m. individuals who have been provisioned the HR Compensation Submitter role in DACSS will be able to access the Bruin CHR Service Center. 

If you will be submitting salary and compensation action requests on behalf of your department, work with your Chief Administrative Officer (CAO) and Departmental Security Administrator (DSA) to obtain the right access in DACCS. 

Only salary and compensation action requests (including administrative stipend, dual employment, salary action requests, FLSA resolution, and general compensation inquiry) will need to be submitted to CHR Compensation through the Bruin CHR Service Center. Job description updates, job classification or reclassification requests, and job requisitions will continue to be submitted in PeopleAdmin until the dates listed on the Key Dates and Deadlines page.

For HRPOC clients and client employees, all current HR and Payroll Services housed in the current HRPOC Ticketing System as well as Compensation and Salary actions housed in PeopleAdmin will be transitioned to the Bruin CHR Service Center, including:

1. Administrative Stipend (Available to HR Compensation Submitter role only)
2. Dual Employment (Available to HR Compensation Submitter role only)
3. Salary Action Request (Available to HR Compensation Submitter role only)
4. FLSA Resolution (Available to HR Compensation Submitter role only)
5. General Compensation Inquiry (Available to HR Compensation Submitter role only)
6. Payroll Inquiry
7. HR General Inquiry
8. HR IS/IT Application Systems
9. Benefits General Services
10. Learning & Organizational Development Inquiry
11. Staff & Personnel Policy Inquiry
12. Talent Acquisition Inquiry
13. Employee & Labor Relations Inquiry

HRPOC client departments will continue to engage with the HRPOC by submitting cases. HRPOC clients and employees will still be able to submit requests by logging into the HRPOC Ticketing System and see the status of their cases until Wednesday, December 6, 2023.  Guests will still be able to submit requests through ASKHRPOC@chr.ucla.edu. After December 7, 2023, clients and employees should start submitting requests by logging into the Bruin CHR Service Center to track their cases.  Requests and questions from guests and employees submitted through ASKHRPOC@chr.ucla.edu will create a case and can be processed in the Bruin CHR Service Center instead of the current HRPOC Ticketing System. 

• For HRPOC Clients, all compensation and salary action requests must be submitted to HRPOC through the Bruin CHR Service Center for processing. 
• For CHR Campus users, existing delegations and processes around stipends and equities will remain unchanged.  
   

Though the HRPOC Ticketing System and Bruin CHR Service Center share a similar platform (ServiceNow), there will be a number of changes when transitioning to the new system: 

• New Look & Feel: The user interface (UI), including some forms and some terminology may look different. Additionally, the Bruin CHR Service Center will utilize a unified portal which requires users to sign in using Single Sign On (SSO) to access personalized content.  
• New/Expanded Services: In addition to the current services offered in the HRPOC Ticketing System, compensation and salary action requests requiring CHR Compensation review and approval (e.g. Administrative Stipend, Dual Employment, Salary Action Request, FLSA Resolution, and General Compensation Inquiry) will also be submitted and processed through the Bruin CHR Service Center instead of PeopleAdmin.  
• Authenticated Roles: The Bruin CHR Service Center will require users to have specific user roles to request certain HR services such as compensation and salary action requests. Therefore, user experiences may differ based on roles. The HRPOC Ticketing System currently does not have varying levels of access. 

For HRPOC Clients and HR Business Partners, the last day to enter salary and compensation action requests in PeopleAdmin is Wednesday, December 6, 2023. 

Beginning on Thursday, December 7 at 7 a.m., all new salary or compensation action requests that are entered in PeopleAdmin will need to be reentered into the Bruin CHR Service Center. To avoid duplication of effort or delays, please submit all new salary and compensation action requests directly through the Bruin CHR Service Center beginning Thursday, December 7 at 7 a.m.

The last day and time to enter new requests in the HRPOC Ticketing System is Wednesday, December 6, 2023 at 8 p.m. 

The Bruin CHR Service Center will be available to intake new requests beginning on Thursday, December 7 at 7 a.m.

To accommodate the transition to the new system, HRPOC will not be intaking any new requests between Wednesday, December 6 at 8:01pm and Thursday, December 7 at 6:59 a.m.

Open cases submitted through the HRPOC Ticketing System by Wednesday, December 6 at 8:00pm will continue to be processed and closed by the appropriate HRPOC agents within the HRPOC Ticketing System. Some cases may need to be moved from the HRPOC Ticketing System to the Bruin CHR Service Center for continued support after Thursday, December 7 at 7 a.m.  For cases that need to be moved, HRPOC will work with clients to minimize the business disruptions during the transition.   

Yes, after Wednesday, December 6 at 8 p.m., HRPOC Clients will maintain read-only access to open cases and past tickets in the HRPOC Ticketing System.

Clients will have read-only access to their past cases in the HRPOC Ticketing system. Clients with reporting needs can submit a request through the HR General Inquiry form by selecting the Reports and Data (New or Existing) inquiry type in the Bruin CHR Service Center.

The following training and materials are available for the December 7 implementation of the Bruin CHR Service Center:

• Introduction to the Bruin CHR Service Center Video – An overview video to preview what’s coming
• Instructor-Led Training - Live, instructor-led training sessions via Zoom with opportunities for you to ask questions. 
• Drop-In Office Hours Optional drop-in office hours to provide targeted support in small group setting. 
• Online Resources - Training materials and quick reference guides (QRGs) to support learning. 
• Virtual Training - On-demand virtual training courses will be available on this date to provide on-demand. 

Visit the Training Resources page for up-to-date information.

For the December 7 go-live, instructor-led training will be offered to individuals who have been provisioned the HR Compensation Submitters role in DACSS. HR Compensation Submitters will be utilizing the Bruin CHR Service Center to submit salary and compensation action requests (e.g. administrative stipend, equity increase, dual employment, etc.) on behalf of their departments, track statuses of submitted requests, and search for information in the knowledge base. 

If you will be submitting salary and compensation action requests on behalf of your department, work with your Chief Administrative Officer (CAO) and Departmental Security Administrator (DSA) to obtain the right access in DACCS. Once provisioned, contact hritso@it.ucla.edu to receive information on how to register for training.

For the December 7 go-live, we will be offering two courses: 

• Introduction the Bruin CHR Service Center for Campus Users & HRPOC Clients 
• Bruin CHR Service Center Compensation Request Training for Dept. HR Compensation Submitters

Visit the HRITSO Training Resources page for the most up-to-date schedule.

For the December 7 go-live, instructor-led training will be offered to individuals who have been provisioned the HR Compensation Submitters role in DACSS. HR Compensation Submitters will receive direct emails with instructions on how to register for one of the upcoming instructor-led training sessions. 

All online materials will be linked to the HRITSO Training Resources page.