Payroll Support Advisor

Payroll Support Advisor

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe.

The Payroll Support Advisor will provide advanced technical and payroll processing support to Payroll Services teams, ensuring timely, accurate, and effective issue resolution within established SLAs. Lead complex troubleshooting efforts related to system errors and payroll discrepancies, conducting root cause analysis and implementing sustainable solutions. Serve as a subject matter expert for payroll systems, processes, and policies, partnering closely with cross-functional teams on payroll-related initiatives and inquiries. Drive continuous improvement by identifying trends, sharing knowledge, and contributing to innovations that enhance service quality, automation, and customer outcomes. Manage multiple priorities simultaneously with strong attention to detail, ensuring accuracy, compliance, and consistent delivery of high-quality support.

Responsibilities include providing expert, strategic support to internal and external partners by resolving complex inquiries, troubleshooting system and process issues, conducting in-depth research, and ensuring timely remediation and follow-up in alignment with established SLA commitments. Serve as a customer-facing escalation point as needed. Communicate best practices, emerging trends, root cause analysis insights, and resolution strategies through webinars, documentation, and targeted educational initiatives. Drive the resolution of known and recurring issues by partnering cross-functionally to increase visibility into common risks, questions, and system behaviors, continuously enhancing both customer and associate experiences. Serve as a technical subject matter expert across payroll systems, processes, procedures, and regulatory compliance requirements, ensuring strict adherence to payroll laws, payment processing standards, and internal controls to mitigate risk and maintain accuracy. Support and drive special projects and strategic initiatives, including enterprise system upgrades, cross-functional process improvements, operational enhancements, and structured root cause analysis to address systemic issues and improve performance. Analyze insights from completed casework to identify performance trends, provide data-driven feedback to managers on associate effectiveness, partner with the Knowledge team to evaluate training needs and enhance SOPs, and deliver targeted coaching and guidance informed by documented findings. Oversee enterprise onboarding programs by staying aligned with evolving organizational needs, ensuring all onboarding materials and collateral are current, proactively communicating changes to stakeholders, and partnering cross-functionally to deliver a seamless and consistent customer onboarding experience.

Competencies include building strong relationships and delivering solutions that meet customer needs, working collaboratively with internal resources and customers to implement solutions, establishing and developing strong customer relationships, gaining trust and respect, making recommendations regarding solutions to a specific situation, identifying possible future outcomes and assisting in working toward them, coping in a fast-paced, demanding environment and managing sensitive, confidential issues, communicating complex concepts around specific aspects of scope and deliverables, having clear written and oral communication skills, taking ownership of outcomes and following through on commitments, prioritizing tasks and managing time to meet deadlines.

Qualifications include a high school diploma or equivalent, 3+ years of payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting, strong written and verbal communication skills, proven ability to engage across corporate functions, excellent verbal and written communication skills, including the ability to chair meetings or host webinars, proficiency in Microsoft Office (Word, Excel, Outlook), 2-4 years of Workday Payroll experience, including an understanding of core payroll processing and configuration concepts, such as earnings and deductions, including pre-tax deductions and limits, a bachelor's degree or equivalent experience, and payroll outsourcing experience. Certified Payroll Professional is preferred.