Telecommunications Systems Specialist

Telecommunications Systems Specialist (Customer Service Systems Analyst)

Department of the Treasury

Location

1 vacancy available.

Key Responsibilities

What is the Wage & Investment (W&I)

A detailed overview of the business units can be found at:

Vacancies will be filled in the following specialty areas:

W&I Service Centers, Atlanta Accounts Management, Planning & Analysis

The following responsibilities are expected at the full working level. If this vacancy includes multiple grade levels and you are selected at a lower grade, you will have the opportunity to learn and receive training to advance in this role.

- Diagnose and report minor system issues to the Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) teams.

- Assist in overseeing compliance with schedules by application.

- Collaborate with management and the JOC to adjust staffing as necessary.

- Maintain the staffing database accurately. Input exception codes and scheduled employee absences such as leave, training, and meetings.

- Organize schedules for meetings, breaks, and lunches. Generate a schedule of group assignments and inform team managers of their teams' schedules for telephony and inventory.

- Coordinate overtime schedules.

- Aid in the preparation of reports that require research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data; and assist in formulating recommendations in response to performance issues.

- Support in forecasting and analyzing staffing needs to determine if telephone staffing requirements can be fulfilled.

Requirements

Conditions of Employment

Standard Position Descriptions (SPD):

PD94731/94732

Visit the IRS to access the position descriptions.

If you are in a telework-eligible position, you may be directed to temporarily telework full-time due to COVID-19. Employees must be within a 200-mile radius of their official assigned post-of-duty (POD) while teleworking. Once normal operations resume, employees may be required to return to the office to perform their job duties. Telework eligibility does not guarantee telework; employees must meet and maintain IRS telework eligibility requirements and obtain supervisor approval to participate in the IRS Telework Program.

Qualifications

Federal experience is not mandatory. Experience may have been gained in the public or private sector. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate employment dates by month/year and the 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:

- Experience with Electronic Products Services Support (EPSS) policies and functional responsibilities in the Customer Service Systems Analyst area to assist in analyzing problems and providing solutions.

- Familiarity with work processes, programs, functions, error trends, and daily workflow to help identify discrepancies and trends.

- Proficiency in oral and written communication techniques to assist in preparing routine responses for Operations' management and coordinating data and information.

- Experience with Contact Recording.

OR

EDUCATION: Two 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

COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

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. Specialized experience for this position includes:

- Experience with the design, operation, and capabilities of a computerized ACD telephone system.

- Familiarity with systems and software to assist in generating the necessary reports for management tracking and decision-making.

- Knowledge of Electronic Products Services Support (EPSS) work processes, programs, functions, error trends, and daily workflow.

- Proficiency in oral and written communication techniques to assist in preparing routine responses for Operations' management and coordinating data and information.

- Experience with Contact Recording.

OR

EDUCATION: Three 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.

COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

AND

MEET TIME IN GRADE (TIG) REQUIREMENT: 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.

AND

TIME AFTER COMPETITIVE APPOINTMENT: 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. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".

For more information on qualifications, please refer to the relevant guidelines.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time, but you must provide an SF-50 documenting you held this job series. An official transcript will be required if you are selected.

Note: If substituting Superior Academic Achievement (SAA) for experience at the GS-7 level, please note that grade-point averages are rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9. The Qualifications requirements above will reflect if SAA is accepted for this position and the online questionnaire will offer the option to select SAA as a qualifying response.

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 that meet these criteria, please refer to the appropriate resources.

Foreign Education: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof of the education credentials.