Telephone System Analyst (Customer Service System Analyst)

Internal Revenue Service; Oakland (CA); Presencial; USD 75.000 - 105.000; Jornada completa

Descripción de la vacante

The Internal Revenue Service in Oakland, CA is seeking a qualified candidate for the Accounts Management role at the GS-9/GS-11 level. The position requires analyzing processes, assisting in producing routine reports, and coordinating data for management decisions.

Specialized experience with telephone systems, data analysis in Excel, and strong oral and written communication is required. This role may include training duties and collaboration with internal teams.

Formación

• Specialized experience at GS-9 level or higher with related duties.
• Ability to analyze workflows and produce routine reports.
• Strong communications skills both oral and written.

Responsabilidades

• Assist in analyzing processes and coordinating data for management decisions.
• Prepare routine responses and reports using internal systems.
• Provide guidance and training on telephone system operations as needed.

Conocimientos

Excel data analysis

Oral and written communication

Telephone system operations

Process improvement

Educación

Master's degree in any field

LL.B or J.D. (related)

Herramientas

Microsoft Excel

Descripción del empleo

WHAT IS TAXPAYER SERVICES (TS)? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

TS SC - Accounts Management - Ogden - Accounts Management REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

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.

• 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.

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.

• 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.

TIME AFTER COMPETITIVE APPOINTMENT (TACA):

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 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-05, 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.