Service Delivery Tier 2 Rep

Viasat, Inc.•Carlsbad, CA

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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.
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.
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.