Technical Analyst

OSV; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

OneSource Virtual (OSV) is seeking a Technical Analyst to serve as the primary escalation point for complex, high-severity support issues within OSV’s enterprise application environment. You will own end-to-end resolution of escalated incidents and lead technical communication during critical events.

In this role you will apply advanced diagnostic capabilities, collaborate with cross-functional teams, and drive permanent fixes while documenting resolutions and contributing to runbooks and

Qualifications

• 3+ years of experience in application or technical support for enterprise software systems.
• Proficient in SQL and API troubleshooting; understands integration architectures.
• Expert-level experience with batch processing, DB operations, and incident management.
• Knowledge of payroll tax processes is a plus.

Responsibilities

• Serve as escalation point for complex and urgent support requests; assess impact and severity.
• Perform deep technical analysis across service areas including API, DB, and batch processing.
• Troubleshoot batch failures; modify job parameters and implement fixes.
• Contribute to incident response; present findings and coordinate workarounds.
• Document escalations and assist with knowledge base and runbooks.
• Assess release impact and participate in change planning and reviews.

Skills

SQL

API troubleshooting

Batch processing

Incident management

Root cause analysis

Education

Bachelor’s degree

Tools

Azure DevOps

Workday

Salesforce

Job description

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 organizationsmaximizetheir Workday investment andoperateit with confidence. Payroll, benefits, and finance solutions — all in one place.

Summary

The Technical Analyst serves as the primary escalation point for complex and high-severity support issues across OSV’s enterprise application environment. This role owns end-to-end resolution of escalated incidents, leads technical communication during high-severity events, and collaborates with technical teams to drive permanent fixes. The Technical Analyst applies advanced diagnostic capability, deep service area knowledge, and cross-functional coordination to resolve issues that exceed first-contact scope.

Responsibilities

• Serve as the 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; escape 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 esc

• 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.

Competencies

• Delivers complex technical work with accuracy; manages multiple escalations simultaneously while communicating proactively.
• Holds expert-level knowledge of assigned service areas; understands architecture, integration dependencies, and system behavior in depth.
• Applies advanced diagnostic reasoning; identifies root causes and evaluates multiple resolution paths beyond documented procedures.
• Understands the business criticality of supported processes and applies that context to incident prioritization, escalation decisions, and stakeholder communication.
• Collaborates effectively with Development, Engineering, DevOps, and vendors; communicates technical findings clearly and builds productive working relationships across functional boundaries.

Qualifications

Education/Certification Requirement

Bachelor’s degree

Required

• 3+ years of experience in application or technical support for enterprise software systems.
• Working-level proficiency in SQL (query writing/execution) and understanding of integration architecture and API troubleshooting.
• Expert-level experience with batch processing, database operations, incident management, and root cause analysis participation.
• SQL query skills, API connectivity knowledge, and understanding of system architecture and data integrity analysis.
• Understanding of security protocols, compliance requirements, system architecture, and data integrity concepts.
• Demonstrated expert-level expertise in Federal, State, and local payroll tax processes, with 4+ years of relevant experience

Preferred

• Experience with Workday or similar ERP/HCM platforms preferred.
• Salesforce experience or certification preferred.
• Proficiency with Azure DevOps for issue tracking, work item management, and cross-team coordination.
• Experience supporting BPaaS or managed services operations environments a plus.
• Experience with DevOps tooling or performance monitoring platforms a plus.

#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.