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OneSource Virtual (OSV) is seeking a Technical Analyst to serve as the primary escalation point for complex and high-severity support issues across its enterprise application environment. Since 2008, OSV has worked exclusively with Workday customers to deliver compliant, in-tenant technology and expert services for payroll, taxes, earned wage access, accounts payable, and benefits automation. With over 1,500 customers and 92% retention, the company processes $225+ billion in treasury movement annually.
In this role, you will own end-to-end resolution of escalated incidents, lead technical communication during high-severity events, and collaborate with technical teams to drive permanent fixes. You will apply advanced diagnostic capability, deep service area knowledge, and cross-functional coordination to resolve issues exceeding first-contact scope.
Key responsibilities include: serving as the escalation point for complex and urgent support requests; performing deep technical analysis across application functionality, batch processing, database operations, integration services, user access, system performance, reporting, and API services; troubleshooting complex batch processing failures and implementing temporary workarounds; serving as the technical representative in S0/S1 incident response; documenting escalated issues and supporting knowledge base development; evaluating software release impacts on primary service areas; and participating in change planning and implementation reviews.
You will deliver complex technical work with accuracy while managing multiple escalations simultaneously. You must hold expert-level knowledge of assigned service areas, understand architecture and integration dependencies, apply advanced diagnostic reasoning to identify root causes, and understand the business criticality of supported processes. Strong collaboration skills across Development, Engineering, DevOps, and vendor teams are essential.
Required qualifications: Bachelor's degree; 3+ years of application or technical support experience for enterprise software systems; working-level SQL proficiency and understanding of integration architecture and API troubleshooting; expert-level experience with batch processing, database operations, incident management, and root cause analysis; and demonstrated expert-level expertise in Federal, State, and local payroll tax processes with 4+ years of relevant experience.
Preferred qualifications include Workday or similar ERP/HCM platform experience, Salesforce experience or certification, Azure DevOps proficiency, BPaaS or managed services operations experience, and DevOps tooling or performance monitoring platform familiarity.
