Service Delivery Tier 1 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.

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.

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 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.

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

• Provide first-contact resolution support to employees and managers via our Employee Service Center (Service Now) 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, easy to understand end user content.
• Execute SLA‑driven, transactional, repeatable tasks with accuracy and timeliness (e.g., VOE letters, COE support tasks, program administration activities).

• Create, update, and maintain Service Now 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.

• 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)

• Experience using Service Now
• 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

$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- $/ annually

At Viasat, we consider many factors when it comes to…