What you'll doThe 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 1 keeps daily operations moving across time zones by delivering timely, accurate global support and strengthening the knowledge and workflows that empower employees and Tier 2 partners.
The day-to-dayWorking within our PB&C Operations team and reporting to the Leader, PB&C Solutions Delivery & Design, in this role you will:'
Tier 1 Support & Operations - Provide first-contact resolution support to employees and managers via our Employee Service Center (ServiceNow) ticketing platform.
- Requests include but are not limited to: flower orders, employment verification letters, policy interpretation, PB&C systems access issues, and guiding employees or managers through Workday self-service steps.
- Actively manage the PB&C shared team inbox, ensuring timely responses and championing the Service Center and our AI Assistant as the preferred channel for future engagement.
- Monitor incoming ticket trends and collaborate with subject matter experts to translate complex information into clear, easytounderstand enduser content.
- Execute SLA-driven, transactional, repeatable tasks with accuracy and timeliness (e.g., VOE letters, COE support tasks, program administration activities).
Knowledge Management & Continuous Improvement - Create, update, and maintain ServiceNow knowledge articles; identify content gaps and ensure material is easy to understand for global users.
- Participate in regional or global projects, working cross-functionally within PB&C or with broader business partners.
- Support ongoing efforts to shift work into the Employee Service Center (ESC) by documenting processes, identifying automation opportunities, and improving workflows.
What you'll need- 6 months - 1 year supporting an HR department or in a customer-facing support role
- Excellent customer service and communication skills (written and verbal), with the ability to influence positive behavior change
- Strong attention to detail
- Ability to prioritize and work in a fast-paced environment, meeting standard ticket SLAs
- Ability to work through ambiguous situations and adapt quickly to change
- Demonstrated personal initiative in problem-solving
- Ability to manage sensitive or confidential information with discretion
- Proficiency with common office applications (e.g., Microsoft Office)
What will help you on the job- Experience using ServiceNow
- Experience working in an HR shared-service center environment
- Understanding of general HR-related topics (e.g., verification of employment, payroll, timecard support, benefits, HRIS navigation)
- Experience documenting processes or creating end-user guides or articles
- Familiarity with Workday self-service transactions
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.
