HR Service Delivery Specialist

Overview

Waters is in the middle of one of the most significant transformations in its history — a new ServiceNow HR Service Delivery platform going live, an AI-powered employee experience layer being deployed, and an HR team being rebuilt for scale. The HR Service Delivery Specialist sits at the centre of it all. This isn't a back-office processing role. You'll be the human anchor of a digital-first HR service model — the person who picks up where AI leaves off, applies professional judgement where no knowledge article can, and resolves cases that matter to real employees at real moments in their working lives.

 

Most HR shared services roles ask you to follow a script. This one asks you to think. You'll carry a full Tier 1 caseload in ServiceNow HRSD across the complete employee lifecycle — onboarding, data changes, payroll queries, benefits, leave, compensation planning, and more — partnering with CoE teams across Benefits, Payroll, Talent Acquisition, and HR Generalist functions globally. You'll use Now Assist and EmployeeWorks to work faster and smarter, own your cases end-to-end, and reach sound conclusions without waiting to be told what to do. Based at Waters' Global Capability Centre in Bangalore on a hybrid Tuesday–Thursday on-site model, you'll be part of a globally connected team spanning the USA, Ireland, China, and India.

Responsibilities

End-to-End Lifecycle & Manager Support

• Own the end-to-end offer and onboarding process: issue offer letters via iCIMS, manage pre-employment verifications, coordinate I-9 workflows (USA), and oversee new-hire system setup in SF EC
• Execute all employee data changes in SF EC — promotions, transfers, job-code changes, leaves of absence, position management updates — applying the 4-route job/comp change model and backdate rules
• Act as a partner to people leaders for standard team changes, position updates, and org structure transactions; handle confidently without escalating routine manager support to HR0013
• Coordinate the global offboarding process: execute offboarding checklists, manage systems exits, generate resignation letters via DocuSign templates (GBR), and trigger COBRA coordination (USA)
• Support standard QLE processing (major countries): validate documentation and process benefit changes within declared windows

Tier 1 Case Handling & HR Service Delivery

• Operates as a Tier 1 fulfiller in ServiceNow HRSD, managing end-to-end resolution of standard cases across the full employee lifecycle. Applies policy and process knowledge to individual situations with independent professional judgement and owns cases through to resolution without supervisory review for standard scenarios.

HR Inquiries & Policy

• Resolves standard HR inquiries across benefits, payroll, leave, and general policy, applying independent judgement on the correct answer for the specific situation presented. Routes to Tier 2 CoE when the inquiry requires plan-level interpretation, local regulatory knowledge, or exception authority beyond Tier 1 scope.

HR Data & Core System Support

• Supports managers through job change, promotion, transfer, and compensation change workflows in SF EC, applying the 4-route job/comp change model and backdate rules with independent judgement. Executes SF EC data corrections ahead of the annual compensation planning cycle to ensure accurate records feed into the process. Runs existing standard reports to address basic manager data requests.

Benefits

• Manages standard QLE processing end-to-end: validates documentation and processes benefit changes within declared windows. Responds to benefits inquiries with independent judgement on what is answerable at Tier 1. Escalates plan design questions, vendor disputes, and eligibility exceptions to Benefits CoE with complete case documentation.

Payroll & Compensation

• Resolves standard payroll and compensation inquiries with independent judgement on what is resolvable at Tier 1. Supports managers with compensation planning inquiries and executes SF EC pre-cycle data corrections. Processes standard salary changes and bonus plan assignments within guidelines. Routes payroll-impact discrepancies to Payroll CoE with a complete case summary.

Offer, Onboarding & Offboarding

• Owns end-to-end offer and onboarding case management — offer letter issuance, background check coordination, I-9 workflow (USA), and system setup in SF EC. Manages offboarding cases end-to-end including checklists, DocuSign letter generation, and systems exit coordination. Applies independent judgement on non-standard scenarios within documented processes.

Time & Leave

• Resolves time and attendance queries — system access, policy application, and leave balance inquiries — with independent judgement. Processes leave of absence transactions in SF EC. Escalates payroll-impact discrepancies to Payroll CoE with a complete case summary.

Talent Acquisition Support

• Manages iCIMS access provisioning and TA process inquiries end-to-end; applies independent judgement on non-standard provisioning scenarios within the documented onboarding matrix. Routes complex TA cases to HR0013 or TA CoE as appropriate.

Performance & Talent

• Resolves employee and manager queries on performance review, goal management, and succession workflows with independent judgement on what is resolvable at Tier 1. Provides data support for talent review cycles from existing SF EC reports.

Digital Enablement & Continuous Improvement

• Leverage Now Assist for HRSD and EmployeeWorks copilot tools to summarise tickets, draft communications, and manage case volume without sacrificing quality
• Author and maintain KBAs in ServiceNow to capture recurring case resolutions and support team standardisation; own the KBAs in your service categories
• Manage case volume in the SNOW HRSD queue with consistent SLA compliance; use SNOW performance analytics to self-monitor and identify personal productivity patterns
• Support ad hoc HR data collection: run and manipulate existing SF EC reports to meet one-off manager requests that can be derived from current reports

Qualifications

Education: Graduate degree in Human Resources or related field

Experience: 2+ years in HR Shared Services or Service Delivery with demonstrated ability to manage complex manual and automated workflows

Technical Skills: SuccessFactors Employee Central, iCIMS, ServiceNow HRSD (or equivalent case management system), MS Office Suite

Soft Skills: Independent professional judgement in applying policy to case-specific facts; excellent communication; able to reach sound conclusions and take ownership of outcomes without supervisory direction; manages competing priorities autonomously

 

 

Company Description

Waters Corporation (NYSE:WAT) is a global leader in analytical instruments, separations technologies, and software, serving the life, materials, food, and environmental sciences for over 65 years. Our Company helps ensure the efficacy of medicines, the safety of food and the purity of water, and the quality and sustainability of products used every day. In over 100 countries, our 7,600+ passionate employees collaborate with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of pioneering science. 

 

 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.