As more use cases for machine learning and generative AI become clear, many employers and HR leaders are redefining job roles and searching for workforce talent with the right skills. According to recent research by ServiceNow and Pearson, the U.S. alone will require an additional 1.76 million tech workers by 2028.
Skills are one of the hottest topics at HR Tech this year—there’s even a keynote with Mercer expert Ravin Jesuthasan dedicated to the topic—so HR leaders are paying attention. However, despite the need, less than half of CEOs have assessed the potential impact of generative AI on their workforces, according to the IBM Institute for Business Value.
HR and people leaders today are on the front lines, backing skills-building efforts that match business needs and exceed C-suite expectations. IBM researchers say that a “skills roadmap” involves redefining roles to leverage existing skills while also identifying gaps that can be filled through reskilling, upskilling and redeploying talent.
To address this gap, IBM Consulting has launched a new services solution in collaboration with ServiceNow. Part of IBM’s Skills Transformation offering, this solution aims to help businesses ensure they have the right talent to meet the demands of a changing market.
As AI technologies continue to advance, businesses are redefining employee roles and responsibilities to better align with new capabilities. According to Alex Kaplan—partner, HR and talent transformation at IBM Consulting—top HR leaders are developing strategies that harmonize business goals with clear talent and skills objectives. “CHROs also recognize the importance of having the right operating model and talent to successfully implement AI,” says Kaplan.
Heather Jerrehian, vice president of product management at ServiceNow, heads up AI solutions that enhance workforce intelligence. She underscores the importance of having a clear plan for AI implementation, outlining where and how AI will augment daily work. “Armed with an understanding of the roles that will be impacted by AI and the new skills that will be required, leaders can make smarter decisions,” Jerrehian explains.
Integrating AI and new talent development solutions into existing HR systems presents challenges. Kaplan points out that one of the biggest hurdles is unifying HR data across disparate systems to generate data-driven insights.
“A robust hybrid cloud-based infrastructure is essential for AI deployment across multiple workloads,” he says, adding that this enables an integrated approach that improves HR processes and provides personalized experiences.
AI and skills: metrics to measure success
Jerrehian also points out that there is no one-size-fits-all approach to measuring the success of skills transformation initiatives. Different organizations have distinct objectives and challenges, she says, but some guidelines help evaluate positive momentum.
“At the end of the day, the most important metrics you can measure are related to employee experience, company productivity and tapping into internal capacity,” she says.
Jerrehian highlights several key points that can be used to gauge success:
Employee experience and engagement
Retention rates, internal mobility and employee engagement are critical indicators, she says. These measurements reflect whether employees are matched to the right roles and if the organization fosters continuous learning and development. Advancement in these areas can be a “game-changer for a company from both a culture and cost standpoint,” says Jerrehian.
Skills acquisition and utilization
According to Jerrehian, understanding how skills are acquired and applied is crucial for evaluating the success of a skills initiative. Additionally, it’s important to consider the retention rates of newly acquired capabilities and their impact on key business initiatives.
The enterprise value of skills
“Skills offer insights so organizations can do better workforce planning, set talent strategies and make people ‘findable’ within the organization,” says Jerrehian. By tracking skills within the workforce, leaders can better understand the efficacy of skills transformation initiatives and identify areas for improvement.
ServiceNow case studies
Jerrehian shares examples of how ServiceNow’s solutions have successfully transformed workforces. For instance, healthcare organization Elara Caring utilized ServiceNow’s Employee Workflow solutions to significantly reduce onboarding time and enable continuous employee development through personalized growth plans. “The results from Elara Caring’s use of ServiceNow’s technology are impressive,” says Jerrehian. “For example, it’s taking the company one day to onboard employees instead of weeks.”
Similarly, a government customer used ServiceNow’s Talent Development tools to enhance career design and management, offering programs to develop leadership at every level and track critical skills data. “Talent Development will also help track, update and maintain skills data, such as qualifications, competencies and certifications,” explains Jerrehian.
Boosting AI adoption in the workforce
CHROs need effective strategies to help employees understand and adopt new technologies and processes. “Educating the workforce is one of the most important steps that leaders can take to help employees understand and adopt new technologies like generative AI,” says Kaplan.
Kaplan adds that by transparently addressing AI’s potential impact and prioritizing early education, leaders can make the technology more accessible, empower their teams and cultivate a culture that seamlessly integrates AI into everyday roles.
This clarity helps employees see new technologies as tools that enhance their work, grow their careers and drive success—rather than as something happening to them, says Kaplan. He adds that allowing employees to experiment with generative AI within a safe framework can build psychological safety, spark innovation and drive creative problem-solving. “Recognizing and rewarding those who find innovative ways to use new technology can promote adoption and encourage experimentation,” he says.
Jerrehian also emphasizes that transparent communication about AI’s impact on jobs and the organization is vital. Leaders should demonstrate the return on investment of AI by showing how it improves work processes and enhances careers.
Continuous analysis is necessary to arm employees with the skills needed today and in the future through individualized learning and growth plans, says Jerrehian. “Since AI is rapidly evolving, upskilling and reskilling can’t be one and done,” she adds.
Learn more from Heather Jerrehian at HR Tech in Las Vegas. She’ll present a session titled Shaping the Modern Workforce in an AI-enabled World. Register now.
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