Streamlining Security Clearance for Medical Optics Manufacturer

Client Overview & Business Challenge

The client, a leading manufacturer of optic medical devices and semiconductors, faced a complex and time-consuming process for managing security clearance documentation. Employees needed specific certifications to bypass airport security x-ray scanners when carrying prototype devices, as exposure to x-rays could damage them. However, the manual process of gathering and storing these documents was inefficient and error-prone, leading to delays and risks to prototype integrity.

Previous Process & Inefficiencies

Before implementing a solution on the client’s ServiceNow instance, managers had to manually contact employees via calls or emails to request training completion. They would then log training dates in Outlook calendars and later request scanned certificates. Since multiple trainings were required per employee, tracking became cumbersome. Communication, document collection, scheduling, and renewal tracking were handled through various independent channels, leading to frequent mistakes. These inefficiencies sometimes resulted in employees lacking proper clearance, causing prototype damage or delivery delays.

Key Objectives of the Implementation

• Develop a consistent and streamlined process.

• Centralize communication for all applicable employees.

• Implement a tracking system to notify employees three months before certificate expiration.

• Consolidate all records in one secure location.

Client Requirements & Constraints

• The process needed to be as automated as possible, requiring minimal manual intervention.

• It had to be deployed as a scoped application.

• Security was a top priority, as the process contained classified information.

ServiceNow Modules Used & Customizations

• A fully custom scoped application was developed from scratch, including:

  • Process design and automation in Flow Designer.

  • Custom approval workflows for security clearance documentation.

  • Automated file validation, backup, and standardized naming conventions.

  • Scheduled scripts to track document expiration dates.

  • Automated notifications for managers and employees.

  • Enhanced UI with custom UI Pages and UI Macros for ticket management.

Integration with Existing Systems

The client’s employees were already using ServiceNow for ITSM and HR processes. This familiarity made adoption seamless, eliminating the need for external integrations.

Challenges & Solutions

One major challenge was configuring application administration and restricted caller access, as many standard ServiceNow APIs were unavailable for the custom application. Additionally, some system mechanisms couldn’t access the new records, requiring manual API access grants while ensuring classified data security.

Another issue arose due to a bug in the ACL execution engine, which restricted access to fields inherited from the Task table. ServiceNow support was engaged to resolve this, and the client’s case contributed to fixing the issue in subsequent ServiceNow releases.

Measured Improvements & Business Impact

• Significant time savings: Automating notifications and tracking reduced manual follow-ups.

• Reduced prototype delivery delays: Employees now receive timely reminders, ensuring they maintain clearance.

• Minimized errors: The only remaining risk is human error in attaching the wrong document, which is mitigated by managerial review.

Impact on End-Users & Workflow

Employees no longer need to track certification dates manually; the system manages expiration reminders and document storage automatically. Approved documents are backed up securely, and managers have a single, streamlined communication channel. The process is now smooth, consistent, and efficient, allowing employees to focus on their work without administrative burdens.