Telephone Systems Analyst

Internal Revenue Service; Kansas City (MO); On-site; USD 55,000 - 78,000; Full time

Job summary

Internal Revenue Service is seeking a qualified candidate for the GS-9/GS-11 level in Taxpayer Services Division. The role focuses on understanding and maintaining a computerized ACD telephone system, producing reports, and analyzing workflows.

Experience with Excel and data analysis is essential. The position involves training teams, presenting technical guidance, and coordinating information to support management decisions.

Qualifications

• One year of specialized experience at GS-7 level or education equivalent.
• Experience with ACD telephone systems and reporting.
• Strong communication and data-analysis skills.

Responsibilities

• Analyze problems and provide solutions for the Telephone Systems Analyst area.
• Prepare routine responses and coordinate data/information.
• Develop presentations and training, serving as a technical resource for managers and staff.

Skills

ACD system

Data analysis

Excel

Reporting

Education

Bachelor's degree or higher

Tools

ACD software

Job description

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

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.