BPaaS Support Analyst

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. 

Job Summary:

As a vital member of the Global BPaaS team, the BPaaS Support Analyst serves as the face of the team to both internal and external customers. This role is responsible for Workday and OSV Service Center support, including user account management, ticket triage, and security administration. The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced, collaborative environment.

Responsibilities:

Act as the first point of contact for customer support, handling ticket triage and routing.

Create and manage Workday user accounts, including username and password setup.

Assign OSV Service Centers to users and manage account lifecycle (creation, password resets, deactivation).

Generate and analyze OSV reports for auditing customer tenant access.

Troubleshoot and resolve Workday Multi-Factor Authentication (MFA) issues.

Support internal customer security administration for support and services teams.

Follow security policies and standard operating procedures, including login and password communications.

Identify and resolve data or configuration issues; investigate trends and anomalies.

Suggest and implement improvements to better support customers and internal processes.

Collaborate with cross-functional teams to meet customer expectations.

Maintain professional communication and adhere to case management guidelines.

Participate in team activities and contribute positively to team culture.

Complete tasks within agreed timelines, ensuring high-quality, error-free deliverables.

Demonstrate adaptability in managing shifting priorities and workloads.

Competencies:

Analytical & Problem Solving: Strong analytical thinking; uses data to troubleshoot and support decisions.

Customer Service & Communication: Professional written and verbal communication; empathetic conflict resolution.

Collaboration & Independence: Works well independently and in teams; fosters cross-functional cooperation.

Organization & Time Management: Prioritizes effectively in high-volume, deadline-driven environments.

Adaptability & Initiative: Embraces change, takes ownership, and drives continuous improvement.

Technical Aptitude: Quickly learns and adapts to new systems, tools, and technologies.

Attention to Detail: Ensures accuracy in documentation, reporting, and data entry.

Process Orientation: Follows SOPs and identifies opportunities for optimization.

Confidentiality & Professionalism: Handles sensitive issues with discretion and integrity.

Qualifications:

1–2 years of experience with HRIS platforms and/or business application support systems.

Experience with Workday and OSV Service Center platforms preferred.

Proficiency in Microsoft Office (Word, Excel, Outlook).

Basic knowledge of Salesforce and Workday products or domain.

Experience working in a ticketing/case system.

Preferred

Experience with Workday and OSV Service Center platforms

Experience in customer service

#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.