Telephone System Analyst

WHAT IS SMALL BUSINESS SELF EMPLOYED? 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 REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS Major duties: 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. STANDARD POSITION DESCRIPTIONS (SPD): PD94731 and PD94732 Visit the IRS SPD Library to access the position descriptions. Qualifications: 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 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. AND You must also meet the following requirement(s): 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.