US Payroll Service Desk Support - Night shift

Sutherland; Chennai District; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Sutherland in Chennai is seeking a detail-oriented US Payroll Analyst (L2) to support payroll operations by handling payroll-related tickets, employee queries, and issue resolution. The role requires hands-on experience in US payroll processes and ticketing tools, with the ability to investigate and resolve issues within SLAs.

You will collaborate with Payroll, HR, Finance and other stakeholders to ensure accurate and timely resolutions, conduct payroll validations, and assist in post-payroll

Qualifications

• Hands-on experience with US payroll operations and processes.
• Experience using payroll ticketing or case management tools.
• Strong analytical and problem-solving skills in payroll scenarios.
• Excellent written and verbal communication abilities.
• Ability to prioritize tickets and manage SLAs.

Responsibilities

• Handle payroll-related tickets via ServiceNow, Jira, Zendesk, Salesforce or similar platforms.
• Investigate and resolve payroll queries within SLAs.
• Support employees, managers, HR, and Finance with payroll inquiries.
• Review payroll transactions for discrepancies in earnings, deductions, taxes, and timekeeping.
• Perform root cause analyses and recommend corrective actions.
• Escalate complex issues to senior payroll specialists as needed.
• Maintain documentation of resolutions and knowledge articles.
• Ensure compliance with US payroll policies and regulations.
• Assist in payroll validations and post-payroll reconciliation.
• Monitor ticket queues and provide timely updates to stakeholders.
• Contribute to continuous improvement to reduce recurring issues.
• Support payroll audits with required documentation.

Skills

US Payroll Operations

Ticketing / case management

Analytical thinking

Communication skills

Time management

Tools

ADP

Workday Payroll

UKG

Ceridian Dayforce

Oracle Payroll

SAP Payroll

Job description

Job Summary

We are looking for a detail-oriented US Payroll Analyst (L2) to support payroll operations by handling payroll-related tickets, employee queries, and issue resolution. The ideal candidate should have hands-on experience in US payroll processes, exposure to payroll ticketing tools, and the ability to investigate and resolve payroll issues within defined SLAs.

The role requires strong analytical skills, excellent customer service, and the ability to collaborate with Payroll, HR, Finance, and other stakeholders to ensure accurate and timely resolution of payroll-related concerns.

Key Responsibilities

• Handle payroll-related tickets received through ServiceNow, Jira, Zendesk, Salesforce, Workday Help, or similar ticketing platforms.
• Investigate and resolve payroll queries within agreed Service Level Agreements (SLAs).
• Support employees, managers, HR, and Finance teams with payroll-related inquiries.
• Review payroll transactions and identify discrepancies in earnings, deductions, taxes, benefits, and timekeeping.
• Perform root cause analysis for payroll issues and recommend corrective actions.
• Escalate complex payroll issues to senior payroll specialists or payroll leads when required.
• Maintain accurate documentation of case resolutions and knowledge articles.
• Ensure compliance with company payroll policies and US payroll regulations.
• Assist in payroll validations and post-payroll reconciliation activities.
• Monitor ticket queues and ensure timely updates to stakeholders.
• Participate in continuous improvement initiatives to reduce recurring payroll issues.
• Support payroll audits by providing required documentation.

Required Skills

• 35 years of experience in US Payroll Operations.
• Experience working with payroll ticketing or case management tools.
• Understanding of US payroll fundamentals including:
  • Payroll cycles
  • Earnings and deductions
  • Taxes
  • Garnishments
  • Direct deposits
  • Time & Attendance
  • PTO
  • Off-cycle payroll
• Familiarity with payroll systems such as ADP, Workday Payroll, UKG, Ceridian Dayforce, Oracle Payroll, or SAP Payroll.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple tickets while maintaining SLA compliance.
• Good knowledge of Microsoft Excel.

Preferred Qualifications and Requirements

• Exposure to ServiceNow or similar ticket management platforms.
• Experience supporting large US employee populations.
• Knowledge of payroll compliance and audit practices.
• Location: Chennai (Candidates must be willing to relocate)

Key Competencies

• Customer Focus
• Attention to Detail
• Accountability
• Time Management
• Analytical Thinking
• Collaboration
• Ownership
• Continuous Improvement