OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.
Summary
The Pay Administration Specialist is responsible for providing payroll administration services and customer support to a defined book of OneSource Virtual customers. This role manages daily case work, responds to Workday and payroll questions, troubleshoots quarter-end and year-end audits, and partners with customers on quarterly business discussions.
Responsibilities
- Serve as named Specialist for assigned Pay Administration customers, manage and respond to customer cases within established Service Level Agreements (SLAs)
- Assist customers with payroll-related questions and aid with Workday functionality questions in alignment with OSV Standard Operating Procedures
- Troubleshoot quarter-end and year-end audit reports and provide recommendations to customers
- Lead quarterly customer touchpoints and operational discussions, providing service overviews, status updates, and improvement recommendations
- Collaborate with peers and partner teams to resolve customer requests and stabilize service delivery
- Identify workflow and process improvements, contribute ideas, and participate in continuous improvement initiatives
- Maintain customer notes and known issue logs to support consistent service delivery across the team
- Meet quality and production targets across case management and customer-facing activities
Competencies
- Critical Thinking and Consultative Approach: Analyzes customer issues thoughtfully, weighs trade-offs, and recommends practical solutions that account for customer-specific context.
- Analytical and Research Skills: Researches payroll, and Workday issues, analyzes data, and applies findings to recommendations and resolutions.
- Customer Service: Maintains a professional, service-oriented approach across daily customer interactions and scheduled customer touchpoints, communicating clearly in writing, on the phone, and in customer-facing meetings.
- Workload and Priority Management: Manages multiple customers and competing deadlines effectively, with the ability to triage and re-prioritize as conditions shift.
- Payroll Knowledge: Demonstrates working knowledge of payroll fundamentals, processes, and compliance requirements; applies this knowledge to customer support.
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- Compliance Awareness: Understands federal, state, and local payroll tax requirements, year-end and W-2 compliance considerations, and applies that knowledge in customer guidance and audit troubleshooting.
- Technical Aptitude: Learns Workday and supporting systems quickly and contributes to the effective use of automation and standard tools
- Process Orientation: Follows established procedures consistently, identifies opportunities for improvement, and escalates systemic issues with appropriate context.
- Adaptability: Adjusts effectively to new processes, system updates/changes, and workload shifts.
- Teamwork: Collaborates with peers and partner teams, supports collective goals, and assists colleagues during peak periods.
Qualifications
Education/Certification Requirement
- High School diploma or equivalent
Required
- 3+ years of payroll experience, including research, troubleshooting, and employee/customer support
- Experience with federal, state, and local payroll taxes
- Experience with quarter-end and year-end payroll processes, including W-2 activities
- Strong written and verbal communication skills
- Proficiency with Microsoft Office Suite
Preferred
- Experience with Workday Payroll
- Experience with Salesforce or similar case management tools
- Experience in an outsourcing or shared services environment
- FPC (Fundamental Payroll Certification)
- Associate's degree in Accounting, Business, or a related field
#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.
