Onboarding Payroll Support Specialist

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. Find your company’s solution at www.onesourcevirtual.com.

Job Summary

The Payroll Support Specialist—Onboarding will provide technical and payroll processing support to the PR Services team, which supports our customer base. The specialist will respond to inbound inquiries from frontline associates, some of which are potential escalations, and communicate appropriate resolutions. The specialist will also perform root cause analysis and create innovative solutions to continue to drive the delivery model's service quality and advancement.

Job Description

Essential Functions/Duties/Responsibilities

• Act as a technical resource concerning systems, processes, procedures, and compliance as they relate directly to the onboarding of new and upgrading payroll customers.
• Ensure the new customer's Workday and internal system configuration are according to OSV standards before the first payroll.
• Work with internal partners, customers, and employees to identify Workday and other system issues and advise on solutions.
• Provide SOP and technical solutions to trending issues and failures in successfully onboarding new customers.
• Provide frontline support to processors and specialists on complex configuration and service-related questions and issues with onboarding new customers.
• Prepare reports and utilize the information and trending data to increase quality and gain efficiencies related to onboarding new customers. 
• In conjunction with customer team leadership, provide remediation and solutions to complex customer escalations as assigned by payroll services leadership. 
• Participate in the identification of the root cause of Service issues and programs to prevent customer impact.
• Provide Payroll Operations Community of Practice training support on Workday, internal systems, and product/customer issues.
• Participate, lead, and develop customer training webinars to help customers with partnering with OSV for payroll services. 
• Proactively seek out complex processes, procedures, and technical issues and assist in creating/implementing innovative solutions.
• Assist OSV in complying with regulations and payment processing to limit potential financial exposure to customers and OSV.
• Responsible for testing new and existing system functionalities, whether due to internal software developments or Workday Update releases.
• Give input to management and participate in the decision-making process regarding department goals, objectives, and procedures.
• Create, author, review, train, and revise process documentation and content by obtaining feedback on processes and procedures and collaborating with business partners.
• Other duties as assigned, driven by business needs from payroll operations leadership. 

Competencies

• Polished communicator with the ability to speak using appropriate vocabulary and grammar to obtain information, explain procedures, and persuade others to accept or adapt to new processes
• Ability to maintain professionalism in the face of resistance from customers
• Proficiency in troubleshooting & Analysis Skills
• Proficiency in project management skills
• Ability through problem-solving skills
• Strong Interpersonal Skills
• Possess a process and solution-oriented mindset

Supervisory Responsibility

This role does not have supervisory responsibilities

Qualifications and Experience

• Associate's degree or higher preferred (or experience equivalent)
• CPP is highly preferred,d and Workday Payroll Certification is required
• Solid understanding of Tax requirements (Tax Support Specialist only)
• Solid knowledge of Garnishment regulations and requirements (Garnishment Support Specialist only)
• 5+ years of experience as an HRIS and/or Payroll Analyst is preferred
• 5+ years of Workday experience is highly preferred
• 3+ years of experience in addressing complex customer service issues or account management
• Proficient in MS Word, Excel, & PowerPoint
• Preferably Payroll Outsourcing Experience

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.