Telephone Systems Analyst

WHAT IS TAXPAYER SERVICES DIVISION? 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): TS-RICS-Refundable Credits Examination Operation. Refundable Credits Examination Operation REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS 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. At the GS09 Level: Under the guidance of the higher graded System Analyst and Systems Administrator, the incumbent monitors the Aspect System, e-WFM and peripherals to ensure that the systems are functioning and that telephone calls are answered by appropriately skilled agents. 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. At the GS11 level: Monitors the Aspect System e-WFM and peripherals to ensure that the systems are functioning and that telephone calls are answered by appropriately skilled agents. Monitors incoming call traffic, staffing levels and agent status. Troubleshoots and reports system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff. STANDARD POSITION DESCRIPTIONS (SPD): PD94731 and PD94732 Visit the IRS SPD Library to access the position descriptions. 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 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: Dealing with Business Operating Division policies, and functional responsibilities in the Telephone Systems Analyst area to assist in analyzing problems and provide solutions; Utilizing work processes, programs, and functions, to identify error trends in the day-to-day workflow; Using oral and written communications techniques to assist in the preparation of routine responses and to coordinate data and information; Working with internal and external automated systems and controls to assist with training; Utilizing Microsoft Excel calculations to prepare a report; OR Two full academic years of progressively higher-level graduate education in any field of study from an accredited college or university that demonstrates the knowledge, skills, and abilities necessary to do the work. OR Master's or equivalent graduate degree in any field of study from an accredited college or university that demonstrates the knowledge, skills, and abilities necessary to do the work. OR LL.B or J.D., if related. OR You may qualify by a combination of experience and education. 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: Understanding the design, operation and capabilities of a computerized Automatic Call Distribution (ACD)\telephone system; Using systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Analyzing work processes, programs, functions, error trends, and day-to-day workflow to assist in identifying discrepancies, and troubleshooting issues; Using oral and written communications techniques to prepare routine responses and to coordinate data and information; Developing presentation, conducting training sessions and serving as a technical resource for team Managers, and employees by providing guidance on telephone system operations, tools, procedures, and system functions; Utilizing Microsoft Excel, to manipulate data, and create graphs and reports for analytical reviews; OR Three full academic years of progressively higher level graduate education in any field of study from an accredited college or university that demonstrates the knowledge, skills, and abilities necessary to do the work. OR PH.D or equivalent doctoral degree in any field of study from an accredited college or university that demonstrates the knowledge, skills, and abilities necessary to do the work. OR LL.M., if related OR You may qualify by a combination of experience and education. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): 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 time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". TIME IN GRADE (TIG): 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. For positions at the GS-5, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions. For more information on qualifications please refer to OPM's Qualifications Standards. Probationary Period • A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position. ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION 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).