---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Personas and workflows

# Key user roles and personas {#ariaid-title1}

Release version: Australia  
Updated June 17, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
EmployeeWorks Web App provides tailored experiences for everyday employees, content managers, and administrators.

EmployeeWorks Web App serves different categories of employees with experiences that match their work routines.{#eslate-role-based-productivity__eslate-role-based-productivity-para-1}  
Important:  
AI-generated content may be inaccurate. Verify AI-suggested content before publishing or acting on it.

## Admin key responsibilities {#eslate-role-based-productivity__section_yw5_q13_bjc}

Plan implementation, install Moveworks or Now Assist Chat, and configure branding and data sources from the admin console. Extend the canvas with AI-built widgets, track adoption in analytics, and expand the experience to Microsoft Teams, Slack, and mobile.
Figure 1. Admin use cases {#eslate-role-based-productivity__table_admin_responsibilities__entry__2}

| Action | Responsibility |
|-|-|
| Plan | Review deployment architecture and sizing for the rollout. |
| Install | Install Moveworks or enable Now Assist Chat as the conversational assistant. |
| Configure | Set branding, data sources, and assistant behavior in the admin console. |
| Extend | Build custom and AI-generated widgets on the canvas with the widget builder. |
| Monitor | Track adoption and experience metrics in the analytics dashboard. |
| Evolve | Expand the experience to apps such as Microsoft Teams, Slack, and other third-party channels. |
[Table 1. Administrator use cases]

{#eslate-role-based-productivity__table_admin_responsibilities}For more information on configuration, see [Get started with EmployeeWorks Web App](https://servicenow-prod.fluidtopics.net/DvNyrKzNBbogO2AomCi9tQ "Set up EmployeeWorks Web App by verifying prerequisites, installing plugins, configuring branding, connecting the conversational assistant, and publishing your first announcement.")

## Employee key use cases {#eslate-role-based-productivity__section_zql_r13_bjc}

From the moment you log in to the moment the task is done, everything runs from one AI front door. This tier provides a conversation-first interface for everyday
tasks such as service requests, knowledge search, research, and integration-powered actions.
Figure 2. Everyday employee key use cases {#eslate-role-based-productivity__table_employee_responsibilities__entry__2}

| Action | ResponsibilityEmployeeWorks Web App |
|-|-|
| Ask | Ask a question in natural language to Moveworks or Now Assist chat. |
| Discover | Find answers across enterprise knowledge sources, such as SharePoint, Drive, and Slack. |
| Act | Submit catalog requests through the conversational catalog without leaving the chat. |
| Track | View approvals, tasks, and updates in one timeline in Tasks and requests. |
| Stay current | Receive targeted notifications and announcements across web and mobile browser. |
[Table 2. Employee role and responsibilities]

{#eslate-role-based-productivity__table_employee_responsibilities}For more information, see [EmployeeWorks capabilities](https://servicenow-prod.fluidtopics.net/clp~DRf34V1_ksobB6oyiQ "You can access essential workplace tools and information through EmployeeWorks capabilities. Use Tasks and requests, Canvas, notifications, org chart, profile, communication tools, and calendar to manage your daily work tasks.") and [Moveworks capabilities](https://servicenow-prod.fluidtopics.net/oQwRSlab6K7F2iKgMT2JmQ "You can handle work tasks, find information, and get things done faster with the Moveworks AI assistant. Chat naturally to update records, search company content, get answers, and complete requests without switching between different systems.").

## Content manager key use cases {#eslate-role-based-productivity__section_qg3_vf4_bjc}

Draft announcements with conversational AI and target the right employees by role, location, or group. Publish across portal, mobile, Microsoft Teams, and Slack. Then track engagement and refine the next message with sharper targeting.
Figure 3. Content manager use cases {#eslate-role-based-productivity__id_tsj_zh4_bjc__entry__2}

| Action | Responsibility |
|-|-|
| Author | Draft announcements with conversational AI assistance. |
| Target | Segment audiences by role, location, or group. |
| Publish | Deliver across web, mobile, Microsoft Teams, and Slack at once. |
| Engage | AI responds to follow-up questions inline with the message. |
| Measure | Review the reach, reads, and sentiment from communications analytics. |
| Refine | Tune targeting and cadence for the next announcement. |
[Table 3. Content manager use cases]

{#eslate-role-based-productivity__id_tsj_zh4_bjc}For more information, see [Employee communications](https://servicenow-prod.fluidtopics.net/Klf~1k8o4YO1zA5dSNyYzw "EmployeeWorks Web App Extended helps you create, publish, and manage employee communications in a variety of content types and delivery channels.").