Job Details

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:

• Provide 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:

• Build strong relationships and deliver solutions that meet customer needs.
• Work collaboratively with internal resources and customers to implement solutions.
• Establish and develop strong customer relationships, gaining trust and respect.
• Make recommendations regarding solutions to a specific situation; identify possible future outcomes and assist in working toward them.
• Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.
• Able to communicate complex concepts around specific aspects of scope and deliverables.
• Must have clear written and oral communication skills.
• Takes ownership of outcomes and follows through on commitments.
• Prioritizes tasks and manages time to meet deadlines.

Qualifications:

• Education/Certification Requirement: High School Diploma or equivalent Required
• 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 (Service, Professional Services, Product Management).
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Proficiency in Microsoft Office (Word, Excel, Outlook) Preferred
• 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
• Bachelor's degree or equivalent experience Preferable
• Payroll Outsourcing Experience Certified Payroll Professional