Service Delivery Tier 2 Rep

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do

The People Solutions Delivery & Design team strives to make it easier to work at Viasat by delivering responsive, end‑to‑end support and ensuring every question is guided to the right place and owned through resolution. We expand and maintain clear knowledge resources, identify gaps, and proactively strengthen workflows and tools to create simpler, more seamless employee experiences across the lifecycle. 

 

Tier 2 resolves higher‑complexity cases end‑to‑end within their region while shaping scalable, harmonized processes that elevate Tier 1 effectiveness and the overall employee experience. 

The day-to-day

Working within our PB&C Operations team and reporting to the Leader, PB&C Solutions Delivery & Design, in this role you will: 

 

Tier 2 Support & Case Management 

• Manage sensitive and complex Tier 2 HR cases requiring specialized attention, including ADA accommodation requests and end‑to‑end offboarding support.
• Serve as an approver and executor of escalated Workday lifecycle tasks, including status changes, onboarding/offboarding actions, regional requirements, and case escalations 
• Own escalated cases requiring regional understanding, judgment, or subject‑matter depth — only escalating to internal SMEs when Tier 2 resolution is not achievable. 

Employee Lifecycle & HRIS Transactions  

• Maintain accurate, timely, and compliant HRIS records for employees within the region, ensuring consistency for organizational adjustments, compensation changes, LOA updates, and other lifecycle data
• Support remaining onboarding tasks for the region, ensuring new hires complete required steps and receive clear guidance through the process
• Host welcome meetings with new hires to provide regional onboarding support, answer questions, and ensure a seamless start experience
• Prepare employee change letters in a timely and compliant manner, ensuring accurate reflection of employment actions
• Manage leaver and offboarding activities, including generating offboarding documentation and ensuring all system and process steps are completed 

Knowledge Management & Continuous Improvement 

• Create, update, and maintain Tier 2 knowledge articles, ensuring complex topics are translated into clear, accurate, employee‑ready instructions.
• Identify opportunities to simplify or harmonize lifecycle workflows across systems and regions
• Participate in regional and global projects related to lifecycle workflows, operational maturity, systems integration, or process alignment.
• Support efforts to shift transactions downstream to the Employee Service Center by documenting processes, closing knowledge gaps, and identifying opportunities for automation or workflow redesign, partnering with Tier 1 team members. 

What you'll need

• 1–2 years of HR operations, case management, or employee lifecycle support experience (or equivalent HR functional experience)
• Strong problem‑solving ability and comfort navigating complex or sensitive employee situations
• Excellent communication skills with the ability to explain process‑heavy or policy‑driven topics clearly 
• Strong attention to detail, especially in Workday transactions and documentation
• Ability to work with discretion when handling confidential or highly sensitive information
• Ability to prioritize across multiple concurrent cases or deadlines
• Proficiency with Workday (or similar HRIS), Microsoft Office, and general HR tools 

What will help you on the job

• Experience supporting Tier 2 HR functions (offboarding, accommodations, escalated case work)
• Familiarity with Workday business processes, routing, approvals, or troubleshooting
• Experience working in a regionalized or global HR operating model
• Previous involvement in process documentation or workflow improvement
• Experience with ServiceNow case management 

Salary range

$63,000.00 - $99,500.00 / annually. For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $78,500.00- $117,500.00/ annually



At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat’s comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.
EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.