Tier 3 Support Analyst (Payroll)

Job details

General information





Vacancy location


United Kingdom, Central England, PETERBOROUGH

Vacancy details

Job Profile

Payroll Operations - Payroll Support


Tier 3 Support Analyst (Payroll)

Contract Type


Hours per week


About the role

Key Responsibilities:

  • Be a subject matter expert in the ResourceLink applications and support process, focussed primarily on Payroll.
  • Provide phone/remote support for advice & guidance queries and/or solutions requiring subject matter expertise.
  • Progress, own and manage incidents/cases passed from Tier 2 to resolution, adhering to SLAs.
  • Review Tier 2 incidents/cases where a defect has been identified, create the associated defect record and manage the customers’ expectations through defined process.
  • Identify outstanding incidents/cases being worked by other team members which relate to defects you have raised, and update incidents/cases as appropriate.
  • Create, and review/approve, payroll related knowledge articles, ensuring no duplication within the knowledgebase.
  • Identify creative troubleshooting workarounds and support recommendations for Incidents that cannot be resolved through existing knowledge articles or troubleshooting steps .
  • Escalate individual support tickets that cannot be resolved through available troubleshooting steps to extended teams.
  • Participate in ongoing improvements for support processes, policies and standards.
  • Promoters of Zellis products and services, both internally and externally.
  • Understand root cause and make recommendations on processes and product design to improve efficiency, productivity, and customer satisfaction.
  • Represent your team and/or Application. Support during internal/external meetings.
  • Review future product requirements and provide appropriate feedback.

Skills and experience

  • Subject matter expert in Payroll.
  • Previous relevant experience of supporting the ResourceLink product suite.
  • Able to work on own initiative without supervision.
  • Able to prioritise tasks and workload, and multi task where required.
  • Able to react well under pressure. 
  • Strong problem-solving skills with the ability to take ownership of any problem and see through to resolution. 
  • Strong analytical skills.  
  • Strong organisational and time management skills. 
  • Exceptional attention to detail. 
  • Positive and flexible attitude to work. 
  • Approachable member of the team.  
  • Clear and confident communicator.
  • Confident in leading internal huddles, meetings and external client meetings, documenting and sharing outputs. 
  • Target and results orientated. 

Desirable Qualifications:

  • ITIL Certified (Foundation).
  • CIPP.

About Us

With over 50 years’ experience and almost 2,000 employees we serve over 5 million of our customers’ employees and process in excess of 60 million payslips a year.

As a business we offer real-time recruitment, onboarding, talent and performance management services to over 600 customers via our powerful and integrated ResourceLink software.

We’re trusted by leading businesses throughout the UK and Ireland to help them with their most important resource – their people. We master what we do with a third of the FTSE 100, two thirds of the top 10 retailers and a third of all UK councils as our customers.

Salary Package