Customer Service System Analyst

Internal Revenue Service; Chamblee (GA); Remote; USD 62,000 - 107,000; Full time

Job summary

Internal Revenue Service in Georgia is seeking a qualified candidate for the SBSE CAMP EXAM/Customer Service System Analyst role. The position offers a Day Shift, 40 hours per week, with telework eligibility and opportunity for training and growth within the division.

The role involves monitoring workforce systems, staffing levels, and scheduling for Chat Bot services, with collaboration across management and planning teams.

Qualifications

• A bachelor’s degree from an accredited college or university.
• Foreign education may be used if equivalent to U.S. education; provide evidence when applying.

Responsibilities

• Monitors the Finesse System, Aceyus, and peripherals to ensure calls are answered by appropriately skilled employees.
• Monitors and tracks employee time usage through Aceyus; prepares reports and runs special reports to support time utilization.
• Monitors incoming call traffic, staffing levels, and agent status; coordinates coverage for Chat Bot service based on workload.
• Monitors Chat Bot service performance; adjusts staffing and incorporates new technologies into scheduling and support.
• Coordinates with local management, P&A, and JOC to respond to variations in traffic patterns.
• Schedules read time, meetings, breaks, lunches; maintains staffing data including absences, training, and furloughs.

Education

Bachelor's degree or equivalent

Job description

• Schedule: Day Shift, Monday-Friday, 40 hours per week.

WHAT IS Small Business/Self-Employed (SB/SE) 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): SBSE CAMP EXAM - SB- CAMP EXAM/AUR REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Key Responsibilities

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. Monitors the Finesse System, Aceyus, and related peripherals to ensure systems are functioning properly and telephone calls are answered by appropriately skilled employees.

Monitors and tracks employee time usage through the daily use of Aceyus; notifies team managers when employee alerts occur; prepares reports of daily time usage; and runs special reports to support management observations of employee time utilization.

Monitors incoming call traffic, staffing levels, and agent status, utilizing scheduled staffing requirements in conjunction with data generated from telephone, inventory systems, and site management to ensure appropriate staffing levels. Schedules and coordinates employee coverage for the Chat Bot service, ensuring adequate staffing based on workload demands and operational priorities.

Monitors Chat Bot service performance, adjusts staffing assignments as necessary, and incorporates emerging technologies and evolving digital service tools into daily scheduling and operational support. Coordinates with local management and the Planning and Analysis (P&A) staff to schedule telephone staffing and adjust as necessary. Coordinates with local management, P&A, and the Joint Operations Center (JOC) to respond to variations in traffic patterns.

Schedules and/or coordinates read time, meetings, breaks, and lunches; schedules group assignments; and notifies team managers of employee telephone and inventory schedules. Assists in monitoring adherence to schedules through system applications and maintains current staffing data, including scheduled employee absences, training, furloughs, weekly meetings, read time, and other staffing-related information.

STANDARD POSITION DESCRIPTIONS (SPD): PD26649 and PD26650 Visit the IRS SPD Library to access the position descriptions.

Requirements & Education

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.

Which agency is hiring for this position?

This position is with Internal Revenue Service, Department of the Treasury.

What is the salary for this position?

The posted pay range is $61722 – $106982/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-10-23.

What is the work schedule?

This is a Day Shift, Monday-Friday, 40 hours per week. position.

Who is eligible to apply?

This position is open under the 'Fed Transition' hiring path.

Related Searches

Customer Service System Analyst, Customer Service System Analyst jobs, Customer Service System Analyst careers, apply Customer Service System Analyst, Customer Service System Analyst in Georgia, Customer Service System Analyst jobs Georgia, jobs in Georgia, federal jobs in Georgia, government jobs Georgia, Internal Revenue Service, Internal Revenue Service jobs, Internal Revenue Service careers, Department of the Treasury, Department of the Treasury jobs, Miscellaneous Administration And Program, Miscellaneous Administration And Program jobs, USAJOBS Miscellaneous Administration And Program, fed transition jobs, Day Shift, Monday-Friday, 40 hours per week. jobs, telework eligible jobs, Customer Service System Analyst salary, USA government jobs, federal government careers, USAJOBS.gov, public sector jobs Georgia

Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-21 · Not affiliated with or endorsed by OPM or USAJOBS.gov