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.
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 Payroll Tax Technical Analyst serves as the primary escalation point for complex and high-severity support issues across OSV's enterprise application environment. This role owns end-to-end resolution of escalated incidents, leads technical communication during high-severity events, and collaborates with technical teams to drive permanent fixes. The Payroll Tax Technical Analyst applies advanced diagnostic capability, deep service area knowledge, and cross-functional coordination to resolve issues that exceed first-contact scope.
Responsibilities
- Serve as the escalation point for complex and urgent support requests; quickly assess impact and severity of escalated issues and determine the appropriate resolution path.
- Perform deep technical analysis of escalated issues across primary service areas including application functionality, batch processing, database operations, integration services, user access, system performance, reporting, and API services.
- Troubleshoot complex batch processing failures; modify job parameters, investigate job dependencies, and implement temporary workarounds to restore service; escalate for permanent resolution and root cause analysis.
- Serve as the technical representative in S0/S1 incident response; present technical findings and incident details, assess operational impact, propose and validate workarounds, and escalate when code-level or architectural intervention is required.
- Document escalated issues and resolutions; support development of technical documentation and assist Senior Technical Analyst with knowledge base updates and runbook development.
- With each software release, evaluate and articulate the impact on primary service areas; participate in change planning and implementation reviews with relevant technical teams.
- Perform projects and other duties as assigned.
Competencies
- Delivers complex technical work with accuracy; manages multiple escalations simultaneously while communicating proactively.
- Holds expert-level knowledge of assigned service areas; understands architecture, integration dependencies, and system behavior in depth.
- Applies advanced diagnostic reasoning; identifies root causes and evaluates multiple resolution paths beyond documented procedures.
- Understands the business criticality of supported processes and applies that context to incident prioritization, escalation decisions, and stakeholder communication.
- Collaborates effectively with Development, Engineering, DevOps, and vendors; communicates technical findings clearly and builds productive working relationships across functional boundaries.
Qualifications
Education/Certification Requirement
Bachelor's degree
Required
- 3+ years of experience in application or technical support for enterprise software systems.
- Working-level proficiency in SQL (query writing/execution) and understanding of integration architecture and API troubleshooting.
- Expert-level experience with batch processing, database operations, incident management, and root cause analysis participation.
- SQL query skills, API connectivity knowledge, and understanding of system architecture and data integrity analysis.
- Understanding of security protocols, compliance requirements, system architecture, and data integrity concepts.
- Demonstrated expert-level expertise in Federal, State, and local payroll tax processes, with 4+ years of relevant experience
Preferred
- Experience with Workday or similar ERP/HCM platforms preferred.
- Salesforce experience or certification preferred.
- Proficiency with Azure DevOps for issue tracking, work item management, and cross-team coordination.
- Experience supporting BPaaS or managed services operations environments a plus.
- Experience with DevOps tooling or performance monitoring platforms 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.
Similar Jobs
Yesterday
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Manages, investigates, evaluates, negotiates, and resolves attorney-represented auto and homeowners bodily injury claims. Responsibilities include assessing coverage, liability, damages, reserves, fraud referrals, subrogation opportunities, litigation preparation, trial coordination, counsel management, policyholder and claimant communication, financial processing security, and claims-file reporting. Requires knowledge of insurance coverage, legal liability, state tort law, negotiation, investigation, and applicable licensing.
Fintech • Machine Learning • Payments • Software • Financial Services
Leads product management for Capital One’s Anti-Money Laundering risk platform. Responsibilities include launching regulatory-compliance features, partnering with data and technology teams, using AI tools for product discovery and delivery, developing the product roadmap, and driving a multi-year enterprise risk management transformation. The role requires cross-functional leadership, customer-focused product development, business and technology strategy, integrated problem-solving, and risk mitigation.
Top Skills:
Anti-Money Laundering (Aml)Artificial Intelligence (Ai)
Cloud • Fintech • Software • Business Intelligence • Consulting • Financial Services
Provide assistant controller-level outsourced accounting support for healthcare clients: manage financial reporting, general ledger accuracy, month-end close, prepare reporting packages and KPIs, maintain procedures, review balance sheets and workpapers, coordinate projects, and supervise/account for assigned accountants to meet client needs and budgets.
Top Skills:
Accounting SoftwareMicrosoft Office Suite
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
