Our client, an established engineering and manufacturing organization, is seeking a detail-oriented Payroll Support & Ticket Triage Specialist to support its Payroll team during the implementation and stabilization of a new Oracle payroll system. The organization is currently managing a significant backlog of payroll-related service tickets and requires someone who can review, understand, prioritize, and route inquiries to the appropriate internal teams for resolution.
This is not a payroll processing position. Instead, the successful candidate will leverage their payroll knowledge and familiarity with ERP systems, ideally Oracle, to understand employee payroll questions, assess the nature of each issue, and ensure tickets are directed to the right parties for timely resolution. This is an excellent opportunity for someone with payroll experience who enjoys problem-solving, investigating issues, and providing organized, customer-focused support in a fast-paced environment. If this sounds like you please apply directly or send your resume to info@stellar-recruitment.com.
Responsibilities
- Review and assess a high volume of outstanding payroll-related tickets associated with the organization's new Oracle payroll system, developing an understanding of each inquiry and the issue requiring resolution.
- Triage, categorize, prioritize, and route payroll tickets to the appropriate internal teams and stakeholders, ensuring issues are assigned correctly and efficiently.
- Apply working knowledge of payroll processes, deductions, benefits, timekeeping, collective agreements, and employee compensation to understand inquiries and identify potential issues.
- Monitor outstanding tickets, track progress, and follow up with responsible parties to ensure inquiries are addressed and resolved within established service expectations.
- Communicate with employees, managers, and internal stakeholders to clarify payroll questions, provide updates, and ensure inquiries are appropriately documented and escalated when necessary.
- Identify recurring issues, trends, and common questions within the ticket backlog, helping improve workflows, ticket resolution processes, and the overall employee payroll support experience.
Qualifications
- Previous experience in payroll administration, payroll support, payroll coordination, or a related role, with a strong understanding of payroll processes and employee compensation.
- Working knowledge of Oracle ERP or Oracle Payroll is strongly preferred, with the ability to navigate systems, interpret payroll-related information, and understand system-generated inquiries.
- Familiarity with unionized payroll environments, collective agreements, timekeeping, statutory deductions, benefits, vacation pay, and other payroll-related processes.
- Strong analytical and problem-solving skills, with the ability to review complex inquiries, identify the underlying issue, and determine the appropriate team or resource for resolution.
- Excellent communication and customer service skills, with the ability to manage a high volume of inquiries, prioritize competing demands, and follow through on outstanding issues.
- Ability to handle confidential employee and payroll information with discretion, maintain accurate documentation, and work effectively in a fast-paced, team-oriented environment.
Contract & Compensation Details
- Initial Engagement: 4-month contract with the opportunity to transition into a permanent union position
- Contract Pay Rate: $35/hour.
- Permanent Union Conversion: Following the initial contract, the candidate will transition into a unionized position with a slightly reduced hourly rate of approximately $33/hour.
- Work Arrangement: Onsite during the initial onboarding period, with potential hybrid flexibility thereafter, subject to client approval and requirements.
Please note that the posted pay range for this role may vary based on seniority, qualifications, or prior experience. We are always looking for talented people to join our network, and if your desired compensation isn't reflected in this posting, please send your application for review regarding related opportunities.
