Telephone System Analyst (Customer Service System Analyst)

Posted on Jan 19, 2021

Internal Revenue Service, Department of the Treasury

Andover, MA  |  #engineering #government

 


WHAT IS THE SMALL BUSINESS/SELF EMPLOYEDDIVISION? The Small Business/Self-Employed (SB/SE) Division provides examinations and taxpayer education services for about 7 million small businesses and upwards of 33 million self-employed and supplemental income taxpayers.nSee “Other Information” for Locations.

You must meet the followingrequirements by the closing date of this announcement.GS-9 LEVEL: You must have 1 year ofspecialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service.

Specialized experiencefor this position includes:experience that demonstrates general knowledge of internal management 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; General knowledge of internal and external automated systems and controls to assist with training.

ORYou may substitute education for specialized experience as follows:2 full academic years of progressively higher level graduate education in any field of study from an accredited college or university.

ORMaster's or equivalent graduate degree in any field of study from an accredited college or university.

ORLL.B or J.D., if related.

ORYou 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 1 year of specializedexperience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service.

Specializedexperience for this position includes: experience that demonstrates general 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 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 the knowledge and ability of internal and external automated systems and controls to assist with training.

ORYou may substitute education for specialized experience as follows:3 full academic years of progressively higher level graduate education in any field of study from an accredited college or university.

OR A PH.D or equivalent doctoral degree in any field of study from an accredited college or university.

OR A LL.M., if related ORYou may qualify by a combination of experience and education.

Options for qualifying based on a combination will be identified in the online questions.n- 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.nIn 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).


How to Apply




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