TELEPHONE SYSTEM ANALYST - Atlanta, United States - TREASURY

Description

** TELEPHONE SYSTEM ANALYST (Customer Service System Analyst)**

**Department of the Treasury**

**Location**

1 vacancy in the following location:

+ **Duties**

**WHAT IS THE WAGE & INVESTMENT (W&I)**

A description of the business units can be found at:

Vacancies will be filled in the following specialty areas:

W&I Service Centers, Atlanta Accounts Management, Planning & Analysis

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

Troubleshoots and reports minor system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.

Assists in monitoring adherence to schedule by application.

Coordinates, as instructed with management and the JOC to adjust staffing when appropriate.

Keeps the staffing data base current. Inputs exception codes, scheduled employee absences such as leave, training, furlough, weekly meetings, read time, etc.

Schedules read, meet, breaks and lunches. Runs a schedule of group assignments and notifies team managers of their teams' schedules for telephones and inventory.

Coordinates overtime schedules.

Assists in the preparation of reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data; and in developing recommendations in response to performance deficits.

Assists in projecting and analyzing staffing to determine if telephone staffing requirements can be met.

**Requirements**

** Conditions of Employment**

**STANDARD POSITION DESCRIPTIONS (SPD):

PD94731/94732**

Visit the IRS to access the position descriptions.

If you are in a telework eligible position, you may be directed to temporarily telework on a full-time basis due to COVID 19. Employees must be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. Once normal operations resume, employees may be directed back to the office to perform the duties of their position. Telework eligibility does not guarantee telework; employees must meet and sustain IRS telework eligibility requirements and supervisor's approval to participate in the IRS Telework Program. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.

** Qualifications**

Federal experience is not required. The experience may have been gained in the public sector, private sector or One year of experience refers to full-time work; part-time work 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.

You must meet the following requirements by the closing date of this announcement:

**SPECIALIZED EXPERIENCE:** **GS-9 LEVEL:** You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: Experience with Electronic Products Services Support (EPSS) policies, and functional responsibilities in the Customer Service Systems Analyst area in order to assist in analyzing problems and provide solutions; Experience with work process, programs, functions, error trends and day-to-day workflow to assist in identifying discrepancies and trends; Experience with oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; Experience with Contact Recording

**OR**

**EDUCATION:** Two full academic years of progressively higher level graduate education in any field of study from an accredited college or university.

**OR**

Master's or equivalent graduate degree in any field of study from an accredited college or university.

**OR**

LL.B or J.D., if related.

**OR**

COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

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

**OR**

**EDUCATION:** Three 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

**COMBINATION OF EXPERIENCE AND EDUCATION:** You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

**AND**

**MEET TIME IN GRADE (TIG) REQUIREMENT:** For positions above the GS-05, applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for.

**AND**

**TIME AFTER COMPETITIVE APPOINTMENT:** By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as . For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".

For more information on qualifications please refer to **.**

**Education**

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time, but you must provide an SF-50 documenting you held this job series**.** An official transcript will be required if you are selected.

**Note**: If substituting Superior Academic Achievement (SAA) for experience at the GS-7 level, please note that grade-point averages are rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9. The Qualifications requirements above will reflect if SAA is accepted for this position and the online questionnaire will offer the option to select SAA as a qualifying response.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to .

**FOREIGN EDUCATION:** Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials