Customer Service System Analyst

Summary

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

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. 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.

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. QUALIFICATIONS GS-9: You must have one (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 communication 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 You may qualify based education as follows: A master's or equivalent graduate degree in a related field of study from an accredited college or university. OR Two (2) full years of progressively higher level graduate education leading to such a degree in a related field of study from an accredited college or university. OR LL.B or J.D., if related. OR A combination of qualifying education and experience equivalent to that described above. QUALIFICATIONS GS-11: You must have one (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: Experience with systems and software to assist in producing the requisite reports needed to support management tracking and decision making, and knowledge of design, operation, and capabilities of a computerized ACD telephone system operation. Experience with work processes, programs, functions, error trends, and day-to-day workflow, and internal and external automated systems and controls to assist with training. Experience with oral and written communication techniques to prepare responses for operations' management and coordinate data and information. OR You may qualify based education as follows: Ph.D. or equivalent doctoral degree OR Three (3) full academic years of progressively higher level graduate education in a related field of study from an accredited college or university. OR LL.M., if related. OR A combination of qualifying 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.

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. 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).