Associate 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. 

Position Summary/Objective

The Associate Support Analyst is responsible for supporting OSV’s enterprise applications and operational workflows. These applications are used by OSV’s Business Process as a Service (BPaaS) Operations team. The ideal candidate is detail-oriented, eager to learn, and committed to delivering excellent service. This role focuses on job monitoring, ticket triage, and first-level technical assistance.

Essential Functions/Duties/Responsibilities

• Monitors scheduled jobs and automated processes to ensure successful completion, identifying and reporting failures or anomalies in a timely manner.
• Triages incoming support tickets by assessing priority, performing basic troubleshooting steps, and following established playbooks and documentation to attempt resolution prior to escalation or hand-off to the appropriate team or resource.
• Provides Tier 1 (T1) technical support by responding to basic end-user inquiries and resolving common issues following established procedures and knowledge base documentation.
• Logs and tracks all support requests and incidents accurately within the ticketing system, ensuring proper documentation of issue details, steps taken, and resolution outcomes.
• Escalates unresolved or complex issues to T1 or Senior T1 support in a timely manner.
• Communicates clearly and professionally with business users and internal teams regarding ticket status and expected resolution timelines.
• Follows standard operating procedures (SOPs) and contributes to keeping documentation current and accurate.
• Participates in team meetings and training sessions to build product knowledge and stay current on OSV applications and processes.
• Performs other duties and projects as assigned.

Competencies

• Strong attention to detail with the ability to identify patterns and anomalies in system job outputs.
• Customer-focused with a professional and responsive communication style.
• Ability to follow established processes and procedures consistently and accurately.
• Eager to learn and develop technical skills in a fast-paced environment.
• Collaborative team player who can also work independently when needed.

Supervisory Responsibility

This role does not have supervisory responsibilities.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• 3 years of experience in a technical support role.
• Basic understanding of business application environments and job scheduling concepts.
• Passionate about technology and motivated to grow within a support organization.

Preferred Skills

• Knowledge of Salesforce.com a plus.
• Exposure to Workday or other ERP/HCM platforms is beneficial.
• Experience with monitoring tools or basic SQL queries is a plus.

Due to the nature of our business, the customer undertakings we provide, and the sensitive data we manage, we operate detailed background checks for all successful candidates which include a credit reference and basic criminal record check amongst educational and employment checks. Employment decisions will take account of all relevant information, including the background check outcome, in relation to each individual role.

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.