Telephone System Analyst

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 with local management and the Planning and Analysis (P&A) staff to schedule telephone staffing and make adjustments as necessary.
• 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., You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
• Business Results - Efficiency
• Business Results - Quality
• Customer Satisfaction - Application
• Customer Satisfaction - Knowledge
• Employee Satisfaction - Employee Contribution

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

Rating: Your application will be evaluated in accordance with the Service’s Merit Promotion Plan. A quality group rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level groups, Superior/Best Qualified, Highly Qualified and Qualified.

Referral: Eligible applicants rated in the highest quality group, may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site.

Performance Appraisal and Awards - Will not be used in determining your overall rating. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process. IRS employees may obtain their most recent awards listing at https://persinfo.web.irs.gov/.

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of Highly Qualified orbetter to be rated as “well qualified” to receive special selection priority.

Internal Revenue Service

WHY IS THE IRS A GREAT PLACE TO WORK? As an IRS employee, you will feel proud knowing you helped make America stronger while working at one of the world’s biggest financial institutions. You will be part of an organization that collects over $2 trillion in revenue and processes over 200 million tax returns annually. We are proud of how we apply the tax law with integrity and fairness to all. The IRS hires talented and dedicated individuals from many backgrounds, including accounting, business, finance, law enforcement and information technology. You will be challenged & supported on a daily basis. Whether you are just starting out or looking for a new opportunity, consider an IRS career.

The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today’s global economy. We have employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. 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/day/year, and indicate number of hours worked per week, on your resume., You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Experience with internal management 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 internal and external automated systems and controls to assist with training. OR Two (2) 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 A combination of qualifying graduate education and experience equivalent to that described above.

SPECIALIZED EXPERIENCE: GS-11 You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes: Knowledge of 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 work processes, programs, functions, error trends, and day-to-day workflow; Using oral and written communications techniques to assist in the preparation of routine responses for Operations’ management and to coordinate data and information; and with internal and external automated systems and controls to assist with training. OR 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 A combination of qualifying graduate education and experience equivalent to that described above., 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 Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).

A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

• Position(s) are to be filled in following area(s):
• SBSE CAMP COLL - Campus Collection Andover -ANDOVER, $64,543 - $114,413 per year

The range reflects the minimum locality to maximum locality for locations listed in the announcement. Salary will be based on selected duty location.

Pay scale & grade GS 9 - 11

Promotion potential 11 - This position has career progression. If selected at a lower grade level you may be promoted without further competition to the full working level as your career progresses.

Learn more about pay scale and grade

Pay scale and grade determines the salary of the job.

Work schedule Full-time - Monday-Friday, Day Shift - Start and stop times between 6:00am and 6:00pm, 40 hours per week.

Travel Required Occasional travel - You may be expected to travel for this position.

Appointment type Permanent

Occupations and job series

• 0301 Miscellaneous Administration And Program

Supervisory status No

Federal service type This job is in the Competitive Service

Represented by a union No

Drug test No

Security clearance Not Required

Position sensitivity and risk Non-sensitive (NS)/Low Risk

Jobs require a background check and some require a security clearance. The type depends on the job. Background check type

• Credentialing
• Suitability/Fitness

Financial disclosure required No Some jobs require financial disclosure to identify conflicts of interests., * Additional jobs may be filled from this announcement or any other source to fill these vacancies.

• Alternative work schedule, staggered work hours may be available.
• Salary: General Schedule (GS) Locality Pay tables may be found under Salaries & Wages.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.