TELEPHONE SYSTEM ANALYST

    Department Of The Treasury
    Cleveland, OH
    Full-time, Part-time

    Job Description

    WHAT DOES A TELEPHONE SYSTEM ANALYST DO? As a telephone system analyst you will perform a wide range of system functions essential to the effective operation of the call site where you will do analyses, coordination, and suggest resolutions to a range of workflow and operational problems and issues. Your work will support efforts in areas such as staffing, scheduling and performance monitoring, and provide input on program directives, which directly affect management decisions.

    As a Telephone Systems Analyst you will:
    • Monitor the Aspect System e-WFM and peripherals to ensure that the systems are in function.
    • Monitor incoming call traffic, staffing levels and agent status, and track employee time usage through the daily use of RTA and provide reports on this usage.
    • Project and analyze staffing to determine if telephone staffing requirements can be met.
    • Troubleshoot and report system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.
    • Prepare reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data.
    • Maintain equipment inventory and assess the need for replacement or additional equipment.
    • Work closely with other support functions such as the training coordinator to advise when training classes can be scheduled and advise of needed skills.
    If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

    WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    11
  • Job family (Series)

    0301 Miscellaneous Administration And Program
  • Requirements
    Help Requirements Conditions of Employment
    • Refer to other information.
    • Click 'Print Preview' to review the entire announcement before applying.
    • IRS Employees with Career or Career Conditional Appointments
    .

    Qualifications

    You must meet the following requirements by the closing date of this announcement.

    Basic Qualifications:

    GS-09 LEVEL: You must have one (1) 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: knowledge of Electronic Products Services Support (EPSS) policies, and functional responsibilities in the Customer Service Systems Analyst area in order to assist in analyzing problems and provide solutions; Knowledge of work process, programs, functions, error trends and day-to-day workflow to assist in identifying discrepancies and trends; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; Experience with Contact Recording
    OR
    You may substitute education for specialized experience as follows: 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.
    LL.B or J.D., if related.
    OR
    You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.
    GS-11 LEVEL: You must have one (1) 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: knowledge of design, operation and capabilities of a computerized ACD telephone system operation; Knowledge of systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Knowledge of Electronic Products Services Support (EPSS) work processes, programs, functions, error trends, and day-to-day workflow; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; and Experience with Contact Recording.
    OR
    You may substitute education for specialized experience as follows: 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
    You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

    - The experience may have been gained in the public sector, private sector or 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/year, and indicate number of hours worked per week, on your resume.

    In addition to the above requirements, you must meet the following, if applicable:
    You must have been at the next lower grade level of the grade you are applying to for 52 weeks (time-in-grade requirement).

    Education

  • Posting ID: 558409603Posted: 2020-05-22