Service Delivery Tier 2 Rep at Viasat in Carlsbad, CA

Summary: Viasat is a global communications company on a mission to deliver transformative connections. They are seeking a Service Delivery Tier 2 Rep to manage complex HR cases, support employee lifecycle processes, and enhance knowledge management to improve employee experiences. 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Workday, HRIS, Microsoft Office, ServiceNow, HR operations, Case management, Employee lifecycle support Benefits: Additional cash or stock incentives may be provided as part of the compensation package, A range of medical, financial, and/or other benefits, dependent on the position offered