About the role
Overview
Waters Corporation's HR Service Delivery Centre supports approximately 16,000 employees globally. The HRSDC Specialist is a Tier 1 generalist role and the primary human point of contact for employees and managers whose issue the virtual agent or Knowledge Base could not resolve. This is a volume-driven role: breadth of case type across the full employee lifecycle, is what the role optimises for.
HRSDC's service catalogue will keep expanding as the HR org design and RACI analysis work progresses, and Specialists at this level will take on additional service categories from various HR Centres of Excellence over time. Each new addition will be onboarded once the underlying process has been streamlined, globalised, and standardised, so HRSDC takes on genuine shared-service work.
Responsibilities
Employee Lifecycle & Onboarding
Own end-to-end written offer delivery via iCIMS following verbal offer discussion and confirmation by Talent Acquisition or the HR Generalist - HRSDC is the designated party for written offer issuance under the current TA/HR Generalist role split; field candidate questions on offer terms and escalate genuine negotiation back to TA/HR Generalist
Own the pre-employment background check process end-to-end: initiate checks with the background check vendor upon offer acceptance, track status to clearance, resolve standard discrepancies directly, and manage adverse-finding escalations per policy
Partner with new hires and the background check vendor to ensure required onboarding forms and Form I-9 documentation (USA) are completed, accurate, and filed within statutory timelines
Release new-hire onboarding tasks and oversee new-hire system setup in SF Employee Central once background check clearance is confirmed and new hire information form is completed; manage exceptions across new hires, hiring manager and relevant HR teams (e.g., contingent starts, delayed clearance) per policy
Partner with people leaders to ensure all standard employee data changes in SF EC are performed - promotions, transfers, job-code changes, leaves of absence, and position management updates - following the job/comp change model and backdate rules
Coordinate the global offboarding process: execute offboarding checklists, ensure to educate line manager of employee's systems exits, generate resignation letters where applicable
Support BD conveyed employee onboarding: process standard system access requests per the onboarding matrix, handle FAQ inquiries, and flag exceptions to the senior HRSDC team
Benefits, Payroll & Total Rewards Support
Handle time and attendance queries; escalate genuine payroll-impact discrepancies to the Payroll CoE with a clear case summary
Manage standard salary and pay changes within approved guidelines: validate manager approval and process in SF EC; flag abnormal changes to management immediately
Manage pay transparency requests: provide own-job-code range per the documented Waters rule; redirect other-job-code requests using the standard script
HR Data, Case Management & Digital Execution
Manage case intake and resolution in the SNOW HRSD queue: triage accurately, categorise correctly, and resolve at Tier 1 wherever a documented KBA or SOP exists
Process employment verification letters and custom HR support letters (visa, mortgage, immigration) within HRSDC scope
Author and maintain KBAs in ServiceNow for recurring case types; submit new KBAs to HR Knowledge Management function for review before publication
Use Now Assist copilot tools to draft standard communications, summarise ticket requests, and maintain throughput without sacrificing quality
Meet all SLA and quality benchmarks consistently; self-monitor against team dashboard; raise queue health concerns proactively
Qualifications
What You Bring - Essential
Experience in an HR Shared Services, Service Delivery, or HR case-management environment - typically 1-2 years
Hands-on HCM (such as SF Employee Central) experience: you can execute data changes, read field-level validation rules, and distinguish a configuration issue from a user error
Working knowledge of a case management or ticketing system - ServiceNow HRSD experience is a strong advantage
Strong written English: the role requires clear, professional communication with employees and managers across multiple time zones
Able to apply documented policies to real situations with independent judgement - not a task-executor waiting for instructions on every edge case
What You Bring - Desirable
Familiarity with DocuSign or equivalent e-signature tooling
Exposure to AI-assisted case management tools - EmployeeWorks, Now Assist, or similar
Experience supporting an HR system go-live or post-merger integration
Company Description
Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.
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.