Telephone System Analyst

Internal Revenue Service • Andover, MA

8d • Onsite

About The Position

The Telephone System Analyst supports the Small Business/Self Employed Campus Collection unit in Andover. The role helps monitor and coordinate telephone staffing and schedules, maintains staffing information, and supports telephone operations by troubleshooting and reporting minor system problems. The position may be filled at more than one grade; employees selected at a lower grade may receive training and opportunities to learn higher-level duties.

The role requires experience appropriate to the grade level, or qualifying graduate education, as described in the specialized experience requirements. GS-9 qualifications include experience supporting analysis of customer service systems, work processes and trends, communications, and automated systems, or specified graduate education. GS-11 qualifications include experience with computerized ACD telephone systems, reporting systems, operational workflows and trends, communications, and automated systems, or specified graduate education. Applicable federal time-after-competitive-appointment and time-in-grade requirements also apply.

The position is subject to a probationary period when applicable and requires obtaining and using a government-issued charge card for business-related travel. Alternative work schedules and staggered work hours may be available. The selected location becomes the employee’s official duty station; if a building closes, new hires may be placed at a local commuting location.

Requirements

• For GS-9: One year of specialized experience equivalent to GS-07, including experience with internal management policies and Customer Service Systems Analyst functional responsibilities to assist with problem analysis and solutions; work processes, programs, functions, error trends, and daily workflow; oral and written communications for routine management responses and coordinating information; and internal and external automated systems and controls to assist with training.
• For GS-9, qualifying alternatives include two full academic years of progressively higher-level graduate education, a master’s or equivalent graduate degree, a related LL.B. or J.D., or an equivalent combination of qualifying graduate education and experience.
• For GS-11: One year of specialized experience equivalent to GS-09, including knowledge of the design, operation, and capabilities of computerized ACD telephone systems; experience with systems and software used to produce reports for management tracking and decisions; work processes, programs, functions, error trends, and daily workflow; oral and written communications for routine management responses and coordinating information; and internal and external automated systems and controls to assist with training.
• For GS-11, qualifying alternatives include three full academic years of progressively higher-level graduate education, a Ph.D. or equivalent doctoral degree, a related LL.M., or an equivalent combination of qualifying graduate education and experience.
• Current civilian employees must meet the applicable time-after-competitive-appointment requirement of at least 90 days of federal civilian service since their latest qualifying non-temporary competitive appointment.
• Applicants for positions above GS-05 must meet applicable time-in-grade requirements, generally one year (52 weeks) at the next lower grade.
• Obtain and use a government-issued charge card for business-related travel.
• Complete a probationary period when required.

Responsibilities

• Troubleshoot minor system problems and report them to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.
• Assist in monitoring application adherence to schedules.
• Coordinate with local management and Planning and Analysis (P&A) staff to schedule telephone staffing and make adjustments as needed.
• Keep the staffing database current.
• Enter exception codes and scheduled employee absences, including leave, training, furlough, weekly meetings, and read time.
• Schedule read periods, meetings, breaks, and lunches.
• Run schedules of group assignments and notify team managers of their teams’ telephone and inventory schedules.

Benefits

• The federal employee benefits package provides employees and their families access to a range of benefits; specific eligibility depends on position type and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed