Payroll Support Analyst II

Overview

This Payroll Support Analyst II role supports accurate and timely processing of multi-state/regional payroll and provides Tier 1 payroll customer support. Working under close supervision and established procedures, the role performs payroll data entry, timekeeping validation, routine audits, and reconciliations.

As the owner of Tier 1 support, you serve as the first point of contact for employee and manager payroll inquiries submitted through the ServiceNow ticketing platform. Responsibilities include triaging, resolving, and documenting cases within established service level agreements (SLAs). The position also supports ongoing development of knowledge related to payroll regulations, payroll systems, and internal controls.

Responsibilities

• Process assigned portions of the payroll cycle, including:
  • New hires
  • Terminations
  • Status changes
  • Direct deposit elections
  • 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.
• Own Tier 1 payroll customer support in ServiceNow as the 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.

Requirements

• 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, such as Oracle, ADP, UKG, Paycom, or 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.

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, such as UKG WFC, UKG Dimensions, and 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.

Compensation & Benefits

• Not specified in the provided job description.

Location

• Not specified in the provided job description.

Equal Opportunity Employment

• An equal opportunity employer. Diversity is valued, and reasonable accommodations are available for applicants with disabilities.