WHAT IS THE TAXPAYER ADVOCATE SERVICE DIVISION: The Taxpayer Advocate Service is an independent organization within the IRS. The TAS mission is to assist taxpayers in resolving their problems with the IRS (Case Advocacy), and to identify and propose administrative and legislative solutions to mitigate those problems (Systemic Advocacy).
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WHAT DOES A SYSTEM ANALYST DO? As a telephone system analyst, you will perform system functions essential to the effective operation of the call site where you will do analysis, 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 Systems Analyst you will:
Monitor the Aspect and Uniphi Connect System, Customview, Webview and peripherals to ensure that the systems are functioning.
Monitor incoming call traffic, staffing levels and agent status.
Schedule telephone staffing requirements in conjunction with data generated by telephone and inventory systems used to ensure proper staffing levels.
Project and analyze staffing to determine if telephone staffing requirements can be met.
Troubleshoot and report system problems to Joint Operations Center (JOC) and Centralized Case Intake (CCI) Director and staff.
Prepare reports requiring research and analysis of telephone performance indicators such as level of service on multiple call applications, average speed of answer, handle time, call transfer data, etc.
Recommend solutions in response to performance deficits.
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.
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.
Occasional travel - Travel may be required for training.
Job family (Series)
0301 Miscellaneous Administration And Program
HelpRequirements Conditions of Employment
Please refer to "Conditions of Employment."
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IRS Employees on Career or Career Conditional Appointments
Must be a National or U.S. Citizen
You must meet the following requirements by the closing date of this announcement.
GS-12 LEVEL: You must have one year of specialized experience equivalent to the GS-11 level in the Federal Government. Specialized experience is defined as that which provided the knowledge, skills, and abilities to perform successfully the duties of the position, and is typically in or related to the work of the position to be filled. Qualifying specialized experience may include: Demonstrated ability to perform analyses, both qualitative and quantitative, sufficient to identify, evaluate, and develop new/modified work methods and approaches to resolve a wide range of interrelated human resources management problems and issues; and/or Knowledge of the principles, practices, methods, concepts, and techniques associated with telephone call site strategies within the Federal sector to provide effective management advisory services, and to lead others in implementing policies and developing operating practices and procedures.
The experience may have been gained in either the public or private sector or VolunteerService. 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 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 GS-11 level for 52 weeks (time-in-grade requirement).
Department Of The Treasury