Payroll Product Support Analyst

About the role

This role resolves complex technical and functional issues across platforms like Infor HR Talent, leads cross-functional troubleshooting efforts, and delivers efficient, high-impact solutions that ensure payroll accuracy, compliance, and operational continuity.

Responsibilities

• Resolve highly complex, high-impact issues related to Payroll systems (e.g., Infor HR Payroll), focusing on product functionality, system configuration, tax compliance, and technical environments - often serving as the final escalation point before engineering.
• Conduct in-depth functional and program analysis, testing, and debugging to diagnose and resolve customer-reported issues with precision and efficiency.
• Uphold a professional, service-oriented image by delivering clear, proactive communication and sustainable solutions that strengthen user confidence and team collaboration.
• Act as the go-to product and process expert on critical cases; coordinating cross-functional support efforts with sound judgement, technical leadership, and focus on minimizing payroll disruptions and ensuring compliance.
• Mentor junior team members, fostering a high-performing support culture, and driving continuous improvement in both team capabilities and customer satisfaction.
• Engage with high-priority customers to deliver fast, accurate solutions using advanced payroll, tax, and system knowledge—ensuring alignment with payroll processing cycles and regulatory requirements.
• Translate real-world user feedback into actionable product recommendations, serving as a key liaison between customers and engineering to drive meaningful enhancements.

Requirements

• Experience in supporting multiple product suites and modules, with underlying technical environments; demonstrated through analytical skills in data analysis, research, diagnostics, and resolution of diverse, complex payroll-related issues.
• Experience supporting Payroll or Human Resources Software (Benefits, Payroll, Talent Acquisition) processes and systems in a technical capacity (e.g., configuration, troubleshooting, tax updates, or integration support).
• Technical experience in SQL scripting, database systems, web applications, and cloud infrastructure.
• Experience delivering efficient, high-impact service to clients under tight deadlines, including during payroll close cycles.
• Experience managing escalations and setting clear, realistic expectations with customers.
• Experience conducting virtual sessions or phone interactions including screen-sharing, troubleshooting complex technical payroll issues, and facilitating interactive discussions with customers.

Qualifications

• Basic Qualifications: Experience in supporting multiple product suites and modules, with underlying technical environments; demonstrated through analytical skills in data analysis, research, diagnostics, and resolution of diverse, complex payroll-related issues.
• Basic Qualifications: Experience supporting Payroll or Human Resources Software (Benefits, Payroll, Talent Acquisition) processes and systems in a technical capacity (e.g., configuration, troubleshooting, tax updates, or integration support).
• Basic Qualifications: Technical experience in SQL scripting, database systems, web applications, and cloud infrastructure.
• Basic Qualifications: Experience delivering efficient, high-impact service to clients under tight deadlines, including during payroll close cycles.
• Basic Qualifications: Experience managing escalations and setting clear, realistic expectations with customers.
• Basic Qualifications: Experience conducting virtual sessions or phone interactions including screen-sharing, troubleshooting complex technical payroll issues, and facilitating interactive discussions with customers.

Skills

• Hands-on experience with Infor HR Payroll (or other Payroll software suites such as Workday Payroll, SAP HCM Payroll, Oracle HCM Payroll, ADP, or UKG).
• Hands-on experience with computer programming or application coding (e.g., SQL, JavaScript, or scripting).

Benefits

Remote (Atlanta, GA and Dallas, TX)

Pay

N/A

Schedule

N/A