Payroll Support Analyst II

POSITION OVERVIEW

Payroll Support Analyst II is a position responsible for supporting the accurate and timely processing of multi-state/regional payroll and for managing Tier 1 payroll customer support. Working under close supervision and established procedures, this role performs payroll data entry, timekeeping validation, routine audits, and reconciliations. As the owner of Tier 1 support, Payroll Analyst II is the first point of contact for employee and manager payroll inquiries received through the ServiceNow ticketing platform, and is accountable for triaging, resolving, and documenting those cases within established service level agreements. The Payroll Analyst II builds foundational knowledge of payroll regulations, systems, and internal controls while contributing to the department's commitment to accuracy, confidentiality, and excellent employee service.

KEY RESPONSIBILITIES

• Process assigned portions of the payroll cycle, including new hires, terminations, status changes, direct deposit elections, and tax withholding updates.
• Validate timekeeping data for completeness and accuracy; follow up with managers on missing, late, or unapproved timecards.
• Enter and verify one-time payments (bonuses, commissions, retroactive pay, shift differentials, reimbursements) and calculate manual/off-cycle payments, including final pay per state termination requirements.
• Process and monitor garnishments, child support orders, and tax levies; ensure timely remittance per agency schedules.
• Owns Tier 1 payroll customer support in ServiceNow as first point of contact for pay, tax, direct deposit, timekeeping, and pay statement inquiries; monitor and triage the queue within SLA.
• Resolve routine cases using standard work and knowledge base articles; escalate complex cases to Tier 2 with complete documentation and clear problem statements.
• Document all case activity and communication in ServiceNow; follow up on aging cases and confirm resolution with the employee before closing.
• Maintain payroll records per retention policy and internal controls; support quarter-end and year-end activities, including tax form verification and distribution.
• Follow documented standard operating procedures and internal controls; identify and report process gaps or exceptions to management.

QUALIFICATIONS

• 2–5 years of experience in payroll, accounting, human resources operations, or a comparable analytical support role.
• Knowledge of government wage and hour regulations.
• Experience with major payroll and human capital management platforms (e.g., Oracle, ADP, UKG, Paycom, Dayforce).
• Proficiency in Microsoft Excel, including lookups, pivot tables, sorting, and filtering.
• Experience working cases or tickets within a service management platform; ServiceNow experience strongly preferred.
• Demonstrated discretion with confidential information and proven attention to detail in a high-volume, deadline-driven environment.

KEY SKILLS

• Case management discipline in ServiceNow, including documentation, timely updates, and SLA adherence
• Numerical accuracy and strong detail orientation
• Time management and the ability to meet non-negotiable payroll deadlines
• Clear written and verbal communication with employees at all levels of the organization
• Customer service orientation and professionalism when handling sensitive pay matters
• Structured problem solving and research of routine discrepancies
• Efficient, accurate data entry and adaptability to new systems and processes
• Discretion, integrity, and a strong commitment to confidentiality

PREFERRED QUALIFICATIONS

• Associate's degree in Accounting, Finance, Business Administration, Human Resources, or a related field, or an equivalent combination of education and experience.
• Experience supporting multi-state payroll operations.
• Familiarity with electronic timekeeping systems (e.g., UKG WFC, UKG Dimensions, ADP eTime & Attendance).
• Understanding of how HRIS and payroll systems integrate with general ledger and benefits platforms.
• Prior experience using ServiceNow HR Service Delivery, including case templates and knowledge base 

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