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 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 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.
