Remote ERP, Workday & Payroll Support Analyst

Southland Industries, Inc.; United States; Remote; USD 79,000 - 116,000; Full time

Benefits offered by this job

401(k) matching program

Medical, dental, vision insurance (100

Annual bonus program

Disability income protection insurance

Pre‑tax flexible spending plans

Paid parental leave

Paid holidays, vacation, and personal

Job summary

Southland Industries is seeking a dedicated Support Analyst for Enterprise applications (COINS ERP, Workday HCM, Payroll) remote in the United States. You will own the support queue, triage incidents, and coordinate resolution with Payroll, HRIS, Finance, and IT teams.

You’ll drive process improvements, maintain knowledge articles, and ensure timely, high-quality service to users. Strong problem-solving, communication, and customer focus are essential.

Qualifications

• Associate's or Bachelor's degree in Information Systems, Business Administration, Human Resources, Accounting, Finance, or a related field, or equivalent experience.
• Minimum 2+ years of experience supporting ERP, Payroll, HRIS, Workday, or other enterprise business applications.
• Experience working with ticketing systems such as Freshservice, ServiceNow, Jira, Zendesk, or similar platforms.
• Strong understanding of incident management, support processes, ticket triage, escalation procedures, and service management best practices.
• Excellent customer service, communication, and relationship-building skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Experience supporting Payroll, HR, Finance, or ERP-related business processes preferred.
• Ability to troubleshoot application issues and effectively coordinate resolution activities.
• Experience creating process documentation, support procedures, and knowledge base articles.
• Analytical mindset with strong problem-solving and issue-management capabilities.
• Familiarity with ITIL principles and service management practices is preferred.
• Experience with Workday, payroll systems, ERP platforms, or enterprise applications is highly desirable.

Responsibilities

• Serve as the primary coordinator for the ERP, Workday, and Payroll application support queue.
• Monitor incoming incidents, service requests, enhancement requests, and user inquiries.
• Triage support tickets based on business impact, urgency, priority, and complexity.
• Assign tickets to the appropriate Business Analyst, technical resource, vendor, or support team.
• Track open issues through resolution and ensure timely follow-up with stakeholders.
• Escalate critical business issues and coordinate resolution activities.
• Monitor ticket aging, backlog, and service level compliance.
• Provide first and second-level support for ERP, Workday, Payroll, and related business applications.
• Troubleshoot user-reported issues and gather information required for issue resolution.
• Assist users with system functionality, reporting, security access, and business process questions.
• Coordinate issue resolution efforts between business users, IT teams, and software vendors.
• Verify and validate issue resolutions prior to ticket closure.
• Ensure support tickets are properly documented, categorized, prioritized, and maintained.
• Maintain knowledge articles, support procedures, and user documentation.
• Identify recurring issues and recommend process improvements or system enhancements.
• Assist with support metrics, service reporting, and operational performance tracking.
• Support continuous improvement initiatives focused on improving service quality and user satisfaction.
• Partner with Payroll, HRIS, Finance, and Operations teams to understand business issues and support needs.
• Serve as a liaison between end users and application support teams.
• Communicate ticket status, issue impacts, and resolution timelines to stakeholders.
• Participate in testing activities related to system fixes, enhancements, upgrades, and vendor releases.
• Support organizational change activities by helping users understand application changes and new functionality.

Education

Associate's or Bachelor's degree in Information Systems, Business Administration, Human Resources, Accounting, Finance, or a related field, or equivalent experience.

Tools

Freshservice

ServiceNow

Jira

Zendesk

Job description

Southland Industries is seeking a dedicated Support Analyst for Enterprise applications (COINS ERP, Workday HCM, Payroll) remote in the United States. You will own the support queue, triage incidents, and coordinate resolution with Payroll, HRIS, Finance, and IT teams.

You’ll drive process improvements, maintain knowledge articles, and ensure timely, high-quality service to users. Strong problem-solving, communication, and customer focus are essential.