Remote Technical Incident Analyst

OneSource Virtual; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

OneSource Virtual (OSV) delivers Workday services to automate payroll, taxes, benefits and related processes for more than 1,500 customers. The Technical Analyst role is the primary escalation point for complex issues across OSV's enterprise environment, owning end-to-end resolution and guiding incident response.

You will analyze, diagnose, and coordinate cross-functional teams to implement permanent fixes, document findings, and contribute to runbooks and knowledge base.

Qualifications

• Bachelor's degree required with 3+ years in enterprise software support.
• Strong SQL query writing and execution skills.
• Experience with API connectivity troubleshooting and integration architecture.
• Expert-level incident management and root cause analysis.
• Familiarity with batch processing, databases, and performance monitoring.
• Knowledge of payroll tax processes (federal, state, local) and Workday/ERP systems preferred.
• Experience with DevOps tooling and Azure DevOps is a plus.

Responsibilities

• Escalation point for complex and urgent support requests; quickly assess impact and severity of escalated issues and determine the appropriate resolution path.
• Perform deep technical analysis of escalated issues across primary service areas including application functionality, batch processing, database operations, integration services, user access, system performance, reporting, and API services.
• Troubleshoot complex batch processing failures; modify job parameters, investigate job dependencies, and implement temporary workarounds to restore service; elevate for permanent resolution and root cause analysis.
• Serve as the technical representative in S0/S1 incident response; present technical findings and incident details, assess operational impact, propose and validate workarounds, and elevate when code-level or architectural intervention is required.
• Document escalated issues and resolutions; support development of technical documentation and assist Senior Technical Analyst with knowledge base updates and runbook development.
• With each software release, evaluate and articulate the impact on primary service areas; participate in change planning and implementation reviews with relevant technical teams.
• Perform projects and other duties as assigned.

Skills

SQL queries

API troubleshooting

Incident management

Root cause analysis

Batch processing

System architecture understanding

Security/compliance concepts

Payroll tax processes knowledge

Education

Bachelor's degree

Tools

Azure DevOps

Job description

OneSource Virtual (OSV) delivers Workday services to automate payroll, taxes, benefits and related processes for more than 1,500 customers. The Technical Analyst role is the primary escalation point for complex issues across OSV's enterprise environment, owning end-to-end resolution and guiding incident response.

You will analyze, diagnose, and coordinate cross-functional teams to implement permanent fixes, document findings, and contribute to runbooks and knowledge base.