Jobs at OneSource Virtual

Provides first-contact enterprise application support, triages and resolves requests, monitors batch and integration jobs, investigates performance and access issues, documents troubleshooting and resolutions, maintains knowledge-base content, and communicates ticket status to end users. The role follows SLA and escalation procedures, independently researches solutions, identifies systemic issues, and supports Workday or similar ERP/HCM environments.

Provides COBRA administration services to clients and participants, including processing qualifying events, terminations, updates, premium payments, correspondence, and open enrollment activities. Responds to inquiries, explains regulatory requirements, resolves service issues with vendors and internal teams, supports implementations, and maintains accurate, timely customer service while handling confidential information.

Owns the design, documentation, launch, and continuous improvement of post-sale customer journeys and experience programs. The role uses customer metrics such as NPS, effort, retention, expansion, and adoption to improve customer success, time to value, and revenue retention. Responsibilities include cross-functional collaboration, customer advocacy, change management, journey mapping, workflow integration, stakeholder alignment, and program measurement across varied customer segments.

Provides end-to-end payroll processing and customer support for multiple managed accounts. Responsibilities include resolving cases and escalations, conducting root cause analysis, configuring Workday payroll components, supporting payroll taxes and year-end processes, troubleshooting audit reports, leading client calls, maintaining documentation, and meeting service-level, quality, and production targets.

Leads the vision, strategy, roadmap, commercialization, partner ecosystem, and performance management for employee benefits and financial wellness products. Owns portfolio investment decisions, customer discovery, partner selection, lifecycle management, and cross-functional alignment across product, technology, commercial, operational, legal, and compliance teams. Builds and coaches a product team, establishes outcome-based planning, and drives measurable adoption, customer, commercial, and financial results.

Leads negotiation and execution of complex enterprise technology and commercial agreements, including SaaS, BPaaS, licensing, data protection, security, professional services, and reseller contracts. Advises Sales, Customer Success, Finance, Security, Product, and leadership on deal strategy, legal risk, privacy, intellectual property, AI-related issues, and data rights. Develops scalable templates, playbooks, workflows, and training while improving legal operations through AI-powered tools.

Supervises tax data analytics and payroll tax reconciliation across U.S. jurisdictions. Investigates and resolves discrepancies, applies tax credits, audits balancing activities, prepares quarterly and annual reconciliation reports, and communicates findings and required actions to customers. Provides team guidance, training, escalation support, and process improvement recommendations while ensuring compliance with payroll and tax authority requirements.

Manage high-volume commercial contracts and complex procurement transactions. Draft, review, and negotiate customer and vendor agreements, including MSAs, SaaS and subscription agreements, data processing agreements, SOWs, and NDAs. Resolve routine and moderately complex contract issues independently, escalating novel or high-risk matters. Partner with Sales, Product, and Technology to align contract terms with business strategy and risk tolerance.

Provides advanced payroll systems and processing support, resolves complex payroll discrepancies, performs root cause analysis, ensures regulatory and payment compliance, and serves as a subject matter expert. The role supports escalations, customer inquiries, onboarding programs, system upgrades, process improvements, knowledge sharing, webinars, coaching, and cross-functional strategic initiatives while meeting service-level agreements.

Leads Tax Data Specialist team operations through queue and escalation management, case review, workload balancing, quality assurance, reporting, and customer support. Serves as a payroll tax subject matter expert, provides team guidance and training, analyzes employer and employee tax data, supports multistate tax inquiries, identifies process enhancements, and manages high-priority customer issues while meeting quality, production, and reporting deadlines.

Provides payroll administration for OSV customers, assisting with Workday payroll processing, data entry, payslip and tax-form distribution, record updates, document storage, court order administration, ticket management, SLA compliance, reporting, customer issue resolution, and special projects. Requires payroll or benefits administration experience, attention to detail, organizational ability, communication skills, customer service focus, and proficiency with Microsoft Word and Excel.

Provides advanced escalation support for complex enterprise application incidents. Performs technical analysis across applications, batch processing, databases, integrations, access, performance, reporting, and APIs. Leads technical communication during critical incidents, develops workarounds, supports root cause analysis, documents resolutions, evaluates software release impacts, and coordinates with development, engineering, DevOps, and vendors. Requires enterprise application support experience, SQL and API troubleshooting skills, payroll tax expertise, and knowledge of incident management and system architecture.

Manage COBRA and direct billing operations, including case updates, client onboarding and offboarding, elections and payments, plan and rate changes, carrier communications, HR system submissions, audit requests, and integration-file corrections. The role requires employee benefits and COBRA regulatory knowledge, strong analytical and communication skills, confidentiality, process-improvement participation, and independent work in a fast-paced environment.

Serve as Product Owner for Payroll Tax (TaxEx) product: gather and translate business and technical requirements, manage backlog, support Agile ceremonies, design solutions, assist QA/user testing/training, and document processes for payroll tax imports, remittances, filings, and workflows.

Serve as the organization's internal payroll tax authority: advise product, sales, and implementation on complex multi-jurisdictional tax configurations, resolve escalated technical/tax issues, contribute to product roadmap and UAT, and convert deep tax knowledge into training, guides, and customer-facing advisory work to scale team expertise.

Researches, analyzes, and improves payroll tax processes; performs audits, reconciliations, and escalations using TaxEx, Workday, and Atmos; responds to agency notices; develops SOPs, process maps, and supports tax-related projects and system testing.

Serve as the primary technical operations liaison for payroll tax implementations and production support. Validate and troubleshoot data files and integrations (XML/CSV/TXT/JSON), manage escalations, coordinate testing and cutovers, ensure data quality, advise on tax setup, and document SOPs to support customer onboarding and daily operations.

Maintain and update tax profile data for OSV customers, manage customer cases, analyze payroll tax data, meet reporting deadlines, and collaborate with internal teams to ensure accurate payments and filings.

Processes payroll settlements and on-demand payments in clients’ Workday applications. Maintains support documentation, manages daily control reports, handles treasury exceptions, and provides customer service to multiple clients in a fast-paced environment. Requires strong organization, communication, mathematical, problem-solving, and time-management skills, with careful handling of confidential customer information.

Reviews and sets up wage garnishment orders, maintains payroll withholding rules, processes payments and reports, resolves payroll questions, and communicates with courts, agencies, lawyers, and employees. The role requires accurate deadline management, legal-order analysis, automation troubleshooting, reconciliations, and knowledge of payroll functions, taxes, benefits, and garnishments.