Payroll Support Advisor

📋 Description

• • Provide technical and payroll processing support to the PR Services team serving Workday customers, resolving inbound inquiries from frontline associates including potential escalations.
• • Serve as a subject matter expert on Workday systems, payroll processes, compliance requirements, and internal operational procedures.
• • Collaborate with customers and internal specialists to diagnose and resolve complex system issues within Workday and related platforms.
• • Deliver frontline support to payroll processors and specialists on high-complexity configuration questions and service-related challenges.
• • Partner with customer team leadership to remediate and resolve critical customer escalations as assigned by payroll services management.
• • Conduct root cause analysis of service issues and develop proactive programs to prevent recurrence and minimize customer impact.
• • Support the Payroll Operations Community of Practice by delivering training on Workday, internal systems, and recurring customer issues.
• • Lead and develop customer training webinars to enhance customer partnerships and improve self-sufficiency in OSV payroll services.
• • Proactively identify complex payroll processes and technical inefficiencies, then design and implement innovative solutions to improve service delivery.
• • Ensure all new customer Workday and internal system configurations meet OSV standards prior to first payroll run.
• • Test and validate new system functionalities resulting from internal software updates or Workday release updates.
• • Contribute to departmental goal-setting, objective planning, and procedural improvements through active participation in leadership discussions.
• • Author, review, revise, and maintain comprehensive process documentation, incorporating feedback from cross-functional business partners.
• • Prepare analytical reports using trending data to identify quality improvements and operational efficiencies in payroll delivery.
• • Maintain strict adherence to tax regulations, garnishment laws, and payment processing standards to reduce financial exposure for customers and OSV.
• • Assist in ensuring compliance with federal, state, and local payroll regulations across all customer implementations.
• • Support the ongoing evolution of OSV’s BPaaS model by integrating feedback from customers and internal teams into process enhancements.