telephone system analyst - Austin, United States - TREASURY

Description

** TELEPHONE SYSTEM ANALYST (CUSTOMER SERVICE SYSTEM ANALYST)**

**Department of the Treasury**

**Location**

1 vacancy in the following location:

** Relocation expenses reimbursed**

No

** Telework eligible**

Yes as determined by agency policy

**Duties**

** Summary**

**WHAT IS THEWAGE AND INVESTMENT (W&I)** The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. W&I provides high-quality taxpayer assistance, and enable taxpayers to transact and communicate electronically to file their returns and make payments.**See Other Information for Locations.**

**Responsibilities**

As a telephone system analyst you will perform a wide range of system functions essential to the effective operation of the call site where you will do analyses, coordination, and suggest resolutions to a range of workflow and operational problems and issues. Your work will support efforts in areas such as staffing, scheduling and performance monitoring, and provide input on program directives, which directly affect management decisions.

**As a Telephone Systems Analyst you will:**

+ Monitor the Aspect System e-WFM and peripherals to ensure that the systems are in function.

+ Monitor incoming call traffic, staffing levels and agent status, and track employee time usage through the daily use of RTA and provide reports on this usage.

+ Project and analyze staffing to determine if telephone staffing requirements can be met.

+ Troubleshoot and report system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.

+ Prepare reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data.

+ Maintain equipment inventory and assess the need for replacement or additional equipment.

+ Work closely with other support functions such as the training coordinator to advise when training classes can be scheduled and advise of needed skills. If you want to find out more about IRS careers, visit us on the web at

**Travel Required**

Not required

** Supervisory status**

No

** Promotion Potential**

11

**Requirements**

** Conditions of Employment**

+ Refer to other information.

+ Click "Print Preview" to review the entire announcement before applying.

+ Must be a U.S. Citizen or National

+ IRS Employees with Career or Career Conditional Appointments

.

** Qualifications**

You must meet the following requirements by the closing date of this announcement. **Basic Qualifications:**

**GS-11 LEVEL:** You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experiencefor this position includes: knowledge of design, operation and capabilities of a computerized ACD telephone system operation; Knowledge of systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Knowledge of Electronic Products Services Support (EPSS) work processes, programs, functions, error trends, and day-to-day workflow; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations management and to coordinate data and information; and Experience with Contact Recording.

**OR**

You may substitute education for specialized experience as follows: Three (3) full academic years of progressively higher level graduate education in any field of study from an accredited college or university.

**OR**PH.D or equivalent doctoral degree in any field of study from an accredited college or university.

**OR**

LL.M., if related

**OR**You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

The experience may have been gained in the public sector, private sector or . One year of experience refers to full-time work; part-timework is considered on a prorated basis.

To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

In addition to the above requirements, you must meet the following, if applicable:

You must have been at the GS-09 level for 52 weeks (time-in-grade requirement).

**Education**

**Additional information**

**1 Position is located in** **the South Park Building G, 1821 Directors Blvd., Austin, TX TX1962)**

**POSITION DESCRIPTIONS **

A PM/C SharePoint site is available for IRS Employees at:

**CONDITIONS OF EMPLOYMENT****:**

We may select from this announcement or any other source to fill one or more vacancies.

This is a **bargaining** unit position.

Alternative work schedule, staggered work hours or telework may be available.

Must meet IRS telework eligibility requirements

Tour of Duty: Monday - Friday 1:00 p.m. - 9:30 p.m. ** How You Will Be Evaluated**

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a not qualified determination.

**Rating:** Your application will be evaluated on the CJEs of the position to be filled per the National Agreement Article 13.

Your application will also be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. IRS employees may obtain most recent awards listing at

Your rating may be lowered, if your responses to the online questions are not supported by the education and/or experience described in your application.

**Referral:** If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will not reimburse costs related to the interview such as travel to and from the interview site.

If you are a displaced or surplus Treasury employee eligible for the , you must receive a score of **80** or better to be rated as well qualified to receive special selection priority.

**To preview questions please .** **Background checks and security clearance**

**Security clearance**

**Drug test required**

No

**A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents**. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).

**All applicants** are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. ( are optional). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view **Career Transition Assistance Plan (CTAP) DOCUMENTATION**If you are a displaced or surplus Treasury employee, click for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area.

**IRS Reassignment Preference Program (RPP)**You must meet the requirements in your RPP notice. Submit a copy of your RPP N