Sr Tax Research Administrator
Why UKG:
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
Position Summary
The Senior Tax Research Administrator is responsible for advanced research, reconciliation, and resolution of complex federal, state, and local payroll tax notices. This role serves as a subject matter expert in multi-state payroll tax compliance, working directly with tax agencies, customers, and internal stakeholders to mitigate liability exposure, prevent recurring notices, and ensure service level adherence. The S4 role operates with a high degree of autonomy and plays a critical role in improving quality, customer satisfaction, and operational excellence within the Tax Research function.
In addition to advanced technical expertise, the S4 acts as a mentor, quality champion, and escalation point for Level 1-3 analysts. The role plays a critical part in strengthening capability, improving CSAT outcomes, minimizing customer liability exposure, and enhancing productivity standards within the Tax Research Process.
Key Responsibilities
Payroll Tax Notice Resolution & Compliance
• Research, analyze, and resolve complex federal, state, and local payroll tax notices within defined service level agreements.
• Perform detailed reconciliations of QTD and YTD wages and tax amounts (withheld, reported, and deposited) across quarterly and annual filings.
• Resolve SUI, SIT, PFML, Workers' Compensation, and Local Tax issues with focus on compliance integrity.
• Research and resolve payroll tax notices for multi-state tax entities.
• Initiate or receive customer calls as needed, to explain tax notice root cause and review steps UKG will take (or has taken) to resolve
• Handle escalated customer calls.
• Analyze rejected filings, agency discrepancies, rate variances, profiling errors, and deposit misapplications.
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• Work directly with state and local tax agencies to resolve discrepancies, penalties, and interest assessments.
• Ensure 360-degree resolution of notices, with a focus on preventing recurrence.
• Demonstrate strong working knowledge of TPA and POA processes.
• Proactively mitigate penalties and interest through agency negotiation and corrective filings.
• Ensure complete case documentation and transparency in Salesforce.
Agency, Customer and Stakeholder Engagement
• Communicate directly with state and local tax agencies to resolve discrepancies and negotiate compliant resolutions.
• Participating in agency, customer calls when required for complex or sensitive cases.
• Partner with internal teams to address upstream gaps contributing to notice generation.
• Provide subject matter guidance to internal stakeholders on payroll tax inquiries.
Reconciliation & Systems Expertise
• Perform advanced payroll reconciliation and tax variance analysis.
• Utilize payroll tax filing systems and agency portals to identify and resolve compliance gaps.
• Leverage tools such as ADP Master Tax, Salesforce, Ultimate Tax Engine, and UKG Pro to perform end-to-end research and resolution.
• Reprioritize workload proactively to minimize liability exposure for customers and the organization.
Quality, Reporting & Continuous Improvement
• Conduct internal & external quality reviews (minimum 10 cases per analyst) and provide structured feedback.
• Identify recurring themes contributing to notice generation.
• Ensure SOPs are reviewed, updated, and version-controlled quarterly.
• Create and maintain training materials.
• Identify and lead the implementation of process improvements
• Influence CSAT outcomes by ensuring proactive communication standards and resolution quality.
Knowledge Sharing & Continuous Improvement
• Act as a subject matter resource for Level 1-3 analysts on complex reconciliations and notice handling.
• Contribute to knowledge-sharing sessions and cross-training initiatives.
• Support creation and maintenance of training materials and reference guides.
• Identify recurring notice themes and contribute to root cause analysis efforts.
• Recommend process improvements to enhance compliance accuracy and reduce repeat notices.
• Support audit and compliance review activities as required.
Operational Contributions
• Support leadership with productivity reporting, case trend analysis, and performance insights.
• Align with team leads on productivity benchmarks and quality thresholds.
• Present process improvement ideas and lead implementation of approved enhancements.
• Influence CSAT outcomes by ensuring proactive communication standards and resolution quality.
• Serve as backup to Team Leader as needed
Required Qualifications
• Bachelor's degree in business, Accounting, Commerce, or Finance from a recognized institution.
• Minimum of 5 Years of relevant experience in payroll tax research, compliance, or agency resolution.
• Strong expertise in :
o Federal Payroll Tax
o State Unemployment Insurance (SUI)
o State Income Tax (SIT)
o PFML (paid family medical leave)
o Workers' Compensation
o Local tax regulations
• Demonstrated experience performing advanced multi-state payroll tax reconciliations.
• Ability to negotiate positive resolutions with customers and payroll tax agencies
• Proficient working with multiple systems and tools to perform job functions
• Customer Service skills (e.g., setting and meeting expectations, care & empathy, follow up, etc.)
• Good oral and written communication skills and above average administrative skills
• Good time management skills in order to meet production and aging goals
• Experience working with tax agency portals and payroll tax filing systems.
• Strong analytical and problem-solving skills.
• Effective written and verbal communication skills.
• Ability to manage complex case portfolios independently.
Preferred Qualifications
• CPP or FPC certification.
• Experience supporting audits and compliance reviews.
• Experience mentoring or guiding team members.
• Working knowledge of payroll tax quarterly and annual reconciliations
• Previous Customer service experience
Core Competencies
• Analytical thinking and problem-solving
• Attention to detail and accuracy
• Stakeholder communication and negotiation
• Time management and prioritization
• Cross-functional collaboration
• Continuous improvement mindset
• Ability to influence customer satisfaction and operational outcomes
Company Overview:
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Assistance Program
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- Company Outings
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Company Equity
- Performance Bonus
- Profit Sharing
Professional Development
- Tuition Reimbursement
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Internship Program
Diversity and Inclusion