US Payroll Service Desk Support Analyst - Night Shift

About the Role

This role involves providing detailed support for US payroll operations by managing payroll-related tickets, responding to employee inquiries, and resolving payroll issues efficiently. The ideal candidate will have hands-on experience with US payroll processes and handling payroll ticketing tools, capable of delivering solutions within defined SLAs. Collaboration with Payroll, HR, Finance, and other teams is essential to ensure payroll accuracy and timely problem resolution.

Key Responsibilities

• Manage payroll tickets received through platforms such as ServiceNow, Jira, Zendesk, Salesforce, or Workday Help.
• Investigate and resolve payroll inquiries within established service level agreements.
• Provide payroll support to employees, managers, HR, and Finance departments.
• Review payroll data for discrepancies in earnings, deductions, taxes, benefits, and timekeeping records.
• Conduct root cause analysis for payroll issues and propose corrective measures.
• Escalate complex payroll challenges to senior specialists when necessary.
• Maintain detailed documentation of resolutions and update knowledge base articles.
• Ensure compliance with company payroll policies and relevant US regulations.
• Assist with payroll verification and post-payroll reconciliation tasks.
• Monitor ticket queues and keep stakeholders updated regularly.
• Participate in initiatives to minimize recurring payroll problems.
• Support payroll audit processes by providing appropriate documentation.

Required Skills and Experience

• 3 to 5 years of experience in US payroll operations.
• Familiarity with payroll ticketing or case management tools.
• Strong understanding of US payroll concepts including payroll cycles, earnings, deductions, tax withholding, garnishments, direct deposits, time and attendance tracking, paid time off (PTO), and off-cycle payroll processing.
• Exposure to payroll systems such as ADP, Workday Payroll, UKG, Ceridian Dayforce, Oracle Payroll, or SAP Payroll.
• Proficient problem-solving and analytical abilities.
• Strong written and oral communication skills.
• Ability to handle multiple tickets effectively while meeting SLA requirements.
• Good knowledge of Microsoft Excel for data analysis and reporting.

Preferred Qualifications

• Experience with ServiceNow or similar ticket management software.
• Background supporting sizeable US employee bases.
• Knowledge of payroll compliance standards and audit practices.
• Willingness to relocate to Chennai for on-site work.

Key Competencies

• Customer-focused approach
• Attention to detail
• Accountability in task completion
• Time management skills
• Analytical thinking
• Collaboration with cross-functional teams
• Taking ownership of work responsibilities
• Commitment to continuous process improvement