Payroll Product Support Analyst

4 weeks ago

Old Toronto, Ontario, Canada Computer Methods International Corp. Full time

Company Overview

Computer Methods International Corp. (CMiC) is a leading global software development organization that specializes in comprehensive financial and cost management solutions tailored for the Construction and Engineering sectors.

Position Summary

We are currently seeking a Payroll Support Product Analyst. This position demands a proactive individual to assist in the management of our client's Global Payroll Product, primarily focused on the US and Canadian markets. Key responsibilities include investigating payroll discrepancies, promptly addressing client inquiries, overseeing client payroll data, drafting functional specifications, and providing telephonic support to clients. Frequent collaboration with technical teams (System Architects and Developers) will be essential to transform functional requirements into effective business applications.

This role is under the supervision of the Product Analyst Managers.

Key Responsibilities

  1. Provide ongoing email and telephone support for incoming and outgoing client inquiries.
  2. Collect requirements and perform analysis for various projects as assigned.
  3. Engage in new client onboarding, including analysis and configuration of payroll products.
  4. Collaborate closely with the development team to ensure that defects are accurately identified, resolved, and integrated into solutions.
  5. Act as the primary contact for clients.
  6. Manage product queues on a daily basis.
  7. Review client inquiries and reported issues.
  8. Investigate and resolve client concerns.
  9. Conduct virtual meetings with clients to gather information for investigative purposes and provide further assistance.
  10. Meet with Product Team members to discuss client inquiries.
  11. Test system scenarios and replicate issues to address client inquiries.
  12. Resolve issues promptly and in alignment with client expectations.
  13. Participate in project and team meetings; interact and collaborate with team members as necessary.
  14. Accurately interpret and comply with company standards, procedures, and policies.

Qualifications

  1. Post-secondary degree or substantial payroll experience.
  2. Exceptional written and verbal communication skills.
  3. Experience in client-facing roles or team environments, particularly under pressure.
  4. Background in Payroll, whether through employment in a payroll department or with a payroll software provider.
  5. Certification in Canadian or U.S. Payroll is advantageous.
  6. Familiarity with ADP, Ceridian, Paylocity, Workbrain, and HCM Software is beneficial.
  7. Experience in software support or quality assurance is a plus.
  8. Knowledge of web-based client applications and SQL databases is an asset.

Benefits

  • Comprehensive benefits package (including health and dental coverage)
  • Paid vacation and personal days
  • Opportunities for open discussions during town hall meetings
  • An active Social Events Committee organizing various events
  • Focus on health and wellness, including virtual yoga classes and wellness webinars
  • RRSP matching program after two years of employment
  • Experience in a rapidly growing, socially responsible organization
  • Options for remote work available

CMiC is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, CMiC will provide accommodation to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

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