Payroll Specialist II

Company Overview

One Source Virtual (OSV) has helped more than 1,000 Workday customers transform their teams with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading provider of Business‑Process‑as‑a‑Service solutions for Workday, delivering services with unparalleled choice, commitment, and support.

The Payroll Specialist II will provide full end‑to‑end payroll processing support for OSV’s Managed Payroll customers, manage multiple customers with various deadlines in a fast‑paced environment, and support all OSV customers across all service levels as required.

• Act as named Specialist for Managed Payroll and Payroll Administrative customers and support other OSV payroll, tax, and garnishment customers as needed within the service team.
• Manage and respond to cases daily to ensure service level agreements and high client satisfaction levels are being met.
• Respond to internal escalated cases from the payroll team and other internal stakeholders.
• Manage the timely resolution of customer issues, including handling escalations, performing and documenting Root Cause Analysis, and implementing remedial procedures to close identified gaps.
• Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transition and other service area calls as needed, such as tax.
• Configure basic to medium complex Workday pay components, deductions, run categories, support the year‑end process, and assist with special projects as required.
• Troubleshoot quarterly and year‑end audit reports and make recommendations to customers.
• Meet quality and production metrics and scorecards.
• Maintain payroll services support documentation.
• Work extensively with peers and customer teams to collaboratively support customers and resolve requests.
• Demonstrate willingness to work toward improvements and be open to new ideas and procedures.

• Excellent critical thinking, consultative, and problem‑solving skills.
• Strong communication skills with emphasis on outstanding customer service.
• Strong organizational skills with ability to multi‑task, support multiple customers effectively, while being detail oriented with good time management and accuracy.
• Ability to establish and maintain effective working relationships.
• Strong analytical, data entry, and research skills.
• Self‑directed management of workload with ability to meet tight deadlines and competing demands.
• Excellent problem‑solving and mathematical skills.
• Strong understanding of payroll processes and procedures.
• Exercises independent judgment and a sense of urgency.

• Education/Certification Requirement:
  Associate’s degree.
• 3+ years of payroll experience involving end‑to‑end processing, research, payroll logic, and troubleshooting.
• 3+ years of customer experience, or proven skills to operate at this experience level.
• Advanced proficiency with Microsoft Word and Excel.
• Strong understanding of payroll taxes, intermediate payroll configuration, and payroll compliance.
• Experience with multi‑jurisdiction tax, payroll year‑end and W‑2 support, and adjustments.
• Strong written and verbal communication skills.
• Preferred:
  Experience in an outsourcing environment – payroll or tax.
• Preferred:
  Experience with Workday and Salesforce programs.