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.

** This position must have Canadian payroll experience.

The Payroll Specialist II is a named resource responsible for providing Workday payroll process support to a book of clients contracted for Payroll Administration services.  This position resides in a customer team environment and, in addition to supporting named customers will also support all customers across all service levels as the leaders and business deem necessary. In addition to day-to-day support, Basic Workday payroll configuration and year-end support is required.

Essential Functions/Duties/Responsibilities

Act as named Specialist for Payroll Administrative customers; and, support other OSV payroll customers as needed within the service teamProvide guidance and instruction in accordance with OneSource Virtual (OSV) Standard Operating Procedures (SOPs) to OSV customersFollow daily standard operating procedures and processing checklistsManage and respond to cases daily to ensure service level agreements and high customer satisfaction levels are being metSupport customer via phone as requiredRespond to internal escalated cases from payroll team and other internal stakeholdersManage the timely resolution of customer issues and assist in Root Cause AnalysisConduct monthly customer check-in callsAttend new customer transition introduction and go live meeting calls, as requestedAssist with basic Workday configuration of pay components and deductionsSupport the year-end processTroubleshoot quarter and year-end audit reports and make recommendations to customersSupport the OSV Managed Payroll customers with various payroll input and tasks as directedMaintain established accuracy and timeliness service level agreementsMeet quality and production metrics and scorecardsResearch invoice and billing inquiriesGenerate on-demand payments as requestedMaintain payroll services support documentationWork extensively with peers and customer support teams to collaboratively support customers and resolve requestsContribute to a positive, collaborative work environmentFollow all security protocols to safeguard confidential, proprietary, and/or customer data.

Competencies

Excellent critical thinking and problem-solving skillsStrong communication skills with emphasis on outstanding customer service Flexible in a changing environmentStrong organizational skills with ability to multi-task and support multiple customers effectivelyStrong collaboration skills to support collective team goalsDetail Oriented with good  time management skills and accuracyAbility to establish and maintain effective working relationshipsStrong analytical, data entry and research skillsTakes direction to support workload with ability to meet tight deadlines and competing demandsUse tact and discretion in dealing with customer informationExcellent problem solving and mathematical skillsUnderstanding of payroll processes and proceduresExercises a sense of urgency
 

Supervisory Responsibility

This role does not have any supervisory responsibilities
 

Qualifications and Experience

High School graduate, GED or equivalent; higher education preferred1-3 years Payroll Processing experience with research,  troubleshooting, and payroll logic2 years of Customer Experience, or proven skills to operate at this experience levelExperience with Payroll Data Entry and basic payroll configurationExperience with and understanding of Payroll TaxesExperience with the Microsoft Office Suite and proficient in Microsoft ExcelStrong written and verbal skills

Preferred Skills

Experience with Workday payrollPayroll Configuration ExperienceCPP or FPC CertificationExperience with Salesforce programs

#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.