As a Tier 2 Payroll Support Analyst, you will be representing Zellis Support Services in internal and external customer interactions. You will be focused on delivering the best possible application support for a product segment for our customer base. You will engender a customer-first approach, placing the customer experience and their satisfaction at the heart of everything you do.

You will be supporting our ResourceLink product relating to payroll, pensions and other legislation requirements, speaking to payroll managers, system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve customer impacting application issues.

The Payroll Support Analyst will report into the Dedicated Team Leader, within the Zellis Support Services team. This role will have a cross-over between UK and ROI legislation, therefore knowledge of ROI tax legislation would be advantageous.

Key responsibilities include:

• Manage assigned case workload according to priority.
• Provide complex advice and guidance and/or solutions via phone/remote access tool.
• Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for application issues.
• Answer P1 customer phone line, raise case on behalf of customer and aim to provide resolution on first contact.
• Identify and replicate application defects, provide documented steps and flag to the Dedicated Support Champion for re-allocation to Tier 3.
• Identify and flag to the Dedicated Support Champion any cases which may require a subject matter expert to progress.
• Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements.
• Resolve cases within published Service Level Targets.
• Provide advice and guidance via chat tool and aim to provide solution at first contact. Where not possible raise case on behalf of the customer.
• Adhere to all Support procedures and quality standards.
• Always provide a positive customer experience to ensure customer satisfaction.
• Contribute towards team goals and objectives.
• Maintain accurate information within our systems.
• Provide rostered on call out of hours P1 support.

• Recent experience of supporting payroll applications.
• Relevant knowledge of payroll and associated legislation.
• Proven analytical and problem-solving skills.
• Excel in customer service.
• Excellent written and verbal communication skills.
• Able to work independently, manage your own time and priorities, giving urgency when needed.
• Able to multi-task, manage a diverse workload.
• Self-motivated and resilient.
• Well organised with an attention to detail.
• Positive and flexible attitude to work.
• Ability to work under pressure and to tight deadlines.
• Ability to work with cross-functional teams.
• Ability to learn using all available resources and retain knowledge effectively.
• ROI Tax Legislation Knowledge.

Zellis is the leading provider of payroll and HR solutions for the UK & Ireland. Together with Benefex and Moorepay we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to make people feel appreciated for the work they do – through precision, choice, and magic.

We have over 50 years of heritage and industry experience – and we’ve been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then – not least our name. We were acquired by Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company, Zellis. After acquiring Benefex, we’re now even better equipped to serve the complex needs of our customers.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We’re proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, are not empty words on a poster:

• Unstoppable together.
• Always learning.
• Make it count.