Summary

WHAT IS THEWAGE &INVESTMENT DIVISION? Wage & Investment(W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. W&I provides high-quality taxpayer assistance, and enable taxpayers to transact and communicate electronically to file their returns and make payments.

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Responsibilities

WHAT DOES ATELEPHONE SYSTEM ANALYSTDO? 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 Analystyou 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

Requirements

Conditions of Employment

Refer to other information.

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Must be a U.S. Citizen or National

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 experiencefor 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 ORYou 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. 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 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 experiencefor 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. ORYou 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. ORPH.D or equivalent doctoral degree in any field of study from an accredited college or university. ORLL.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.

• 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

Additional Information

1 Position is to be filled in the Wage & Investment Division, Telephone Systems- JAX Department located at 1 Independent Drive, Jacksonville, FL 32202-5039 ( FL2476). POSITION DESCRIPTIONS 94731(GS-09) 94732 (GS-11)A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspxCONDITIONS OF EMPLOYMENT: We may select from this announcement or any other source to fill one or more vacancies.

This is a bargaining, unit position.

Alternative work schedule, staggered work hours or telework may be available.

Must meet IRS telework eligibility requirements

Tour of Duty: Monday - Friday 7:30 a.m.- 4:00 p.m.