Payroll Support Advisor

Overview

This role involves providing advanced technical and payroll processing support to Payroll Services teams, ensuring timely, accurate, and effective issue resolution within established service level agreements (SLAs). The Payroll Support Advisor will lead complex troubleshooting efforts related to system errors and payroll discrepancies, conduct root cause analysis, and implement sustainable solutions. The position requires serving as a subject matter expert for payroll systems, processes, and policies, collaborating closely with cross-functional teams on payroll-related initiatives and inquiries. The role also focuses on driving continuous improvement by identifying trends, sharing knowledge, and contributing to innovations that enhance service quality, automation, and customer outcomes.

Responsibilities

• Provide expert, strategic support to internal and external partners by resolving complex inquiries, 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 the resolution of known and recurring issues by partnering cross-functionally to increase visibility into common risks, questions, and system behaviors, continuously enhancing both customer and associate experiences.
• Serve as a technical subject matter expert across payroll systems, processes, procedures, and regulatory compliance requirements.
• Ensure strict adherence to payroll laws, regulations, payment processing standards, and compliance controls to mitigate risk and maintain accuracy.
• Support and drive 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 insights from 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 standard operating procedures (SOPs), and deliver targeted coaching and guidance.
• Oversee enterprise onboarding programs by staying aligned with evolving organizational needs, ensuring all onboarding materials and collateral are current, proactively communicating changes to stakeholders, and partnering cross-functionally to deliver a seamless and consistent customer onboarding experience.

Competencies

• Ability to build strong relationships and deliver solutions that meet customer needs.
• Collaborative work style with internal resources and customers to implement solutions.
• Strong customer relationship management skills, gaining trust and respect.
• Capability to make recommendations regarding solutions and identify possible future outcomes.
• Ability to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.
• Clear written and oral communication skills, including the ability to communicate complex concepts.
• Takes ownership of outcomes and follows through on commitments.
• Effective prioritization and time management to meet deadlines.

Qualifications

Education/Certification Requirement

• High School Diploma or equivalent

Required

• Minimum 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 such as Service, Professional Services, and Product Management.
• Experience chairing meetings or hosting webinars.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).

Preferred

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

Compensation & Benefits

Information about compensation and benefits is not provided in this description.

Location

Location details are not specified in this description.