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OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. OneSource Virtual: let’s make the day more doable. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

The Tax Regional Support Sr. Specialist is responsible for providing outstanding tax service, supported by researching and resolving complex/Tier 2 tax notices and escalations specific to assigned jurisdictions. The TRS Sr. Specialist will maintain a dedicated year-round focus on complex notice resolution to ensure the delivery of OSV Tax services to our customers.

Essential Functions/Duties/Responsibilities

  • Partner with internal stakeholders to research and address complex payroll tax requests and issues.
  • Responsible for the resolution of Tier-2 agency notices, including but not limited to out-of-state wages, third-party sick pay, etc.
  • Partner with payroll tax customers to address and resolve agency notices related to acquisitions, divestitures, and mergers.
  • Oversee the creation of mass event payments, in coordination with the Tax agency relations team and other cross-functional tax teams.
  • Ensures the continuous resolution of aged and/or escalated customer requests and notices.
  • Completes annual agency notice reconciliation for payroll tax customers.
  • Engage with federal, state, and local tax agencies to resolve payroll tax notices.
  • Serve as a subject matter expert (SME) to support TRS team members and customers to resolve payroll tax notices.
  • Maintain average ticket aging to 35 days or less and respond to cases within stated department expectations
  • Proactively engage with customers to set and manage expectations, provide detailed explanations , and resolve agency notice cases and related questions
  • Collaborate with internal treasury team to research missing/outstanding check payments
  • Create prior quarter adjustment packets for balance due
  • Process checks/payments and mail to various agencies
  • Evaluate, validate, and analyze payroll tax documents and reports
  • Ensure mailing confirmations are updated in the system
  • Support with customer escalations and email inquiries by creating cases for discrepancies, researching requests, etc.
  • Completes specialist projects and additional responsibilities, as assigned.
  • Research tax notices and determine root cause by reviewing internal tax reports, agency websites, and/or placing agency phone calls
  • Complete other duties and special projects as requested


  • Good time management skills
  • Detail-oriented
  • Flexible in changing environment
  • Sense of Urgency
  • Excellent verbal and written skills required
  • Problem Solving
  • Excellent customer service skills

Supervisory Responsibility

This role has no supervisory responsibility

Qualifications and Experience

  • High School Diploma
  • 3-5 years of payroll tax experience and/or customer service
  • Excellent time management and organizational skills
  • Proficient in Microsoft Office

Preferred Skills

  • Associate degree or higher
  • CPP/FPC certification
  • Experience in an outsourcing payroll or tax environment
  • Multi-state jurisdiction knowledge and background


You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.