Payroll Support Advisor

Overview

The Payroll Support Advisor provides advanced technical and payroll processing support to Payroll Services teams, ensuring timely, accurate, and effective resolution of issues within established SLAs. This role leads complex troubleshooting efforts related to system errors and payroll discrepancies, performs root cause analysis, and implements sustainable solutions.

The advisor also serves as a subject matter expert for payroll systems, processes, and policies, partnering with cross-functional teams on payroll-related initiatives and inquiries. Ongoing continuous improvement includes identifying trends, sharing knowledge, and contributing to innovations that enhance service quality and automation.

Responsibilities

• Resolve complex inquiries by troubleshooting system and process issues, conducting in-depth research, and ensuring timely remediation and follow-up in alignment with established SLA commitments; serve as a customer-facing escalation point as needed.
• Communicate best practices, emerging trends, root cause analysis insights, and resolution strategies through webinars, documentation, and targeted educational initiatives.
• Drive resolution of known and recurring issues by partnering cross-functionally to increase visibility into common risks, questions, and system behaviors, improving both customer and associate experiences.
• Act as technical subject matter expert across payroll systems, processes, procedures, and regulatory compliance requirements, ensuring strict adherence to payroll laws, payment processing standards, and internal controls.
• Support special projects and strategic initiatives, including enterprise system upgrades, cross-functional process improvements, operational enhancements, and structured root cause analysis to address systemic issues and improve performance.
• Analyze completed casework to identify performance trends; provide data-driven feedback to managers on associate effectiveness; partner with the Knowledge team to evaluate training needs and enhance SOPs; deliver targeted coaching and guidance based on documented findings.
• Oversee enterprise onboarding programs by aligning with evolving organizational needs, keeping onboarding materials and collateral current, proactively communicating changes to stakeholders, and partnering cross-functionally to deliver a seamless and consistent customer onboarding experience.

Requirements

• High School Diploma or equivalent
• 3+ years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting.
• Strong written and verbal communication skills.
• Proven ability to engage across corporate functions (Service, Professional Services, Product Management).
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Proficiency in Microsoft Office (Word, Excel, Outlook).

Preferred Qualifications

• 2-4 years of Workday Payroll experience, including understanding of core payroll processing and configuration concepts such as earnings and deductions (including pre-tax deductions and limits).
• Bachelor’s degree or equivalent experience.
• Preferable Payroll Outsourcing Experience.
• Certified Payroll Professional.

Competencies

• Build strong relationships and deliver solutions that meet customer needs.
• Work collaboratively with internal resources and customers to implement solutions.
• Establish and develop strong customer relationships, gaining trust and respect.
• Make recommendations regarding solutions to a specific situation; identify possible future outcomes and assist in working toward them.
• Cope in a fast-paced, demanding environment while handling sensitive, confidential issues.
• Communicate complex concepts clearly within the scope of responsibilities and deliverables.
• Take ownership of outcomes and follow through on commitments.
• Prioritize tasks and manage time to meet deadlines.

Compensation & Benefits

• Not specified in the provided job description.

Location

• Not specified in the provided job description.