Application Support Analyst (Payroll Tax)

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.

Position Summary/Objective

The Application Support Analyst is responsible for providing support of OSV’s enterprise applications.  These applications are used by OSV Business Process as a Service (BPaaS) Operations team.  The ideal candidate embodies the customer service mentality excelling in delivering service in challenging situations.  Candidates must be experienced in an online technology environment, a fast learner to quickly grasp and understand OSV’s products and solutions.

Essential Functions/Duties/Responsibilities

• Leverage cutting-edge payroll tax technologies to provide Tier 2 technical support, troubleshooting complex system issues and optimizing performance across federal, state, and local tax processing platforms
• Support comprehensive incident response processes, perform root cause analysis on critical issues and support the implementation of proactive preventive measures to enhance system reliability
• Work with modern tech stacks and emerging technologies to research and resolve sophisticated payroll tax requests and technical challenges

• Partner closely with software development teams to identify system defects, provide detailed technical specifications for bug fixes, and contribute to feature enhancements
• Work seamlessly with operations teams to ensure optimal system performance, coordinate deployments, and maintain service level agreements
• Collaborate effectively with business users, technical teams, and management to translate complex technical requirements into actionable business solutions

• Apply comprehensive understanding of payroll tax concepts, including federal, state, and local tax requirements, to resolve complex technical and business challenges
• Ensure technical solutions maintain strict adherence to payroll tax regulations while optimizing system performance

• Utilize Agile principles and business acumen to create effective problem statements and user stories that deliver solutions meeting business objectives
• Support process improvement initiatives and projects, participating in design, testing, and documentation of new applications, upgrades, and enhancements

• Take decisive corrective action and manage appropriate escalation processes to ensure timely resolution of technical issues
• Execute assigned projects and special initiatives that advance our technological capabilities and business objectives

Competencies

• Demonstrate exceptional attention to detail and accuracy in complex data analysis, advanced analytical abilities to resolve sophisticated technical challenges, and innovative thinking in developing technology solutions
• Excels in partnering with development teams, operations teams, and technical groups while effectively communicating complex requirements to both business and technical stakeholders
• Maintain strategic perspective that understands business implications of technical solutions, customer impact, and ability to balance technical excellence with business objectives
• Demonstrate autonomous work management with minimal supervision, maintaining high-quality deliverables while taking initiative in process improvement and issue escalation
• Excels in fast-paced, changing environments with strong multitasking and prioritization capabilities, quickly adapting to evolving technologies, processes, and business requirements
• Bring collaborative and forward-thinking approach to technology solutions, actively participating in process improvement initiatives and leveraging cutting-edge methodologies

Supervisory Responsibility

This role does not have supervisory responsibilities.

Qualifications and Experience

• Bachelor's degree in computer Science or related business area is preferred
• 3-5 years of experience in software development, reporting, and application support preferred, including a minimum of 3 years of specialized experience supporting payroll tax software applications
• Proven track record of excellence
• Passionate about technology and learning new technologies
• Strong understanding of payroll tax concepts including federal, state, and local tax requirements

Preferred Skills

Knowledge of SalesForce.com a plus.  

#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.