- Position Title
- Telephone System Analyst (Customer Service System Analyst)
- Agency
- Internal Revenue Service
- Announcement Number
- 23-12006773L-WIB-0301-9T11 Opens in new window
- Open Period
- Thursday, June 15, 2023 to Friday, June 30, 2023
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
IRS CTAP Candidate - Are you a currentdisplaced or surplus IRS employee and:
If you indicate "Yes" for this question, youMUST submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Certificate of Expected Separation (CES) AND a copy of your most recent annual performance appraisal ANDa copy of your most recent SF-50 (Notification of Personnel Action).
For more information, review Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP).
- you are located either within or outside thelocal commuting area of this vacancy, AND
- your grade is equivalent to or below the grade level of this vacancy, AND
- your position has the same or higher promotion potential of this vacancy, AND
- your last performance rating of record is at least fully successful or the equivalent?
If you indicate "Yes" for this question, youMUST submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Certificate of Expected Separation (CES) AND a copy of your most recent annual performance appraisal ANDa copy of your most recent SF-50 (Notification of Personnel Action).
For more information, review Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP).
2.
TreasuryCTAP Candidate - Are you a currentdisplaced or surplusDepartment of Treasury (non-IRS)employee and:
If you indicate "Yes" for this question, youMUST submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Certificate of Expected Separation (CES) AND a copy of your most recent annual performance appraisal ANDa copy of your latest SF-50 (Notification of Personnel Action).
For more information, review Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP).
- you are located within the samelocal commuting area of this vacancy, AND
- your grade is equivalent to or below the grade level of this vacancy, AND
- your position has the same or higher promotion potential of this vacancy, AND
- your last performance rating of record is at least fully successful or the equivalent?
If you indicate "Yes" for this question, youMUST submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Certificate of Expected Separation (CES) AND a copy of your most recent annual performance appraisal ANDa copy of your latest SF-50 (Notification of Personnel Action).
For more information, review Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP).
3.
IRS Internal Candidate - Are you a currentcareer or career-conditional, Competitive Service Internal Revenue Service (IRS) employee? You can view a copy of your most recent SF-50 to determine if you are Competitive Service. (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should be a "1" or "2".)
If you indicate "Yes" for this question, submit a copy of your most recent annual performance appraisal.
If you indicate "Yes" for this question, submit a copy of your most recent annual performance appraisal.
4.
IRS RPP Candidate - Are you a current IRS employee who has received a Reassignment Preference Program (RPP) notice and:
If you indicate "Yes" for this question, you MUST submit supporting documentation to validate your claim of RPP eligibility such as a RPP notice AND a copy of your most recent annual performance appraisal AND a copy of your most recent SF-50 (Notification of Personnel Action).
For more information, review IRS Internal Revenue Manual (IRM) 6.330.1.
- you are located either within or outside the local commuting area of this vacancy, AND
- your grade is equivalent to or below the grade level of this vacancy, AND
- your position has the same or higher promotion potential and the same work schedule (e.g., permanent, seasonal, etc.) of this vacancy, AND
- your last performance rating of record is at least fully successful or the equivalent?
If you indicate "Yes" for this question, you MUST submit supporting documentation to validate your claim of RPP eligibility such as a RPP notice AND a copy of your most recent annual performance appraisal AND a copy of your most recent SF-50 (Notification of Personnel Action).
For more information, review IRS Internal Revenue Manual (IRM) 6.330.1.
Preferences
1.
Select the lowest grade you are willing to accept for this position.
2.
How many performance related awards, (including time off in lieu of monetary), or quality step increases have you received in the three years preceding the closing date of this announcement?
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
3.
Please list the names of any performance related awards and/or quality step increases you have received in the three years preceding the closing date of this announcement and the dates (MMDDYYYY) of the awards. (For example: Performance Award, 02/02/2019).
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
4.
What is your Standard Employee Identifier (SEID)?
5.
If you are, or ever were a Federal civilian employee, please provide your current or last pay plan, series, and grade level or pay band. For example: GS-0303-05, IR-0343-02, WG-5400-04.
(limit 250 characters)
6.
What is your current position title?
7.
Your annual performance appraisal and relevant awards are considered in the selection process.
Please indicate the option that best describes your most recent performance appraisal.
Please indicate the option that best describes your most recent performance appraisal.
8.
Please enter the date of your most recent performance appraisal.
9.
Please select the response that most accurately reflects your most recent performance appraisal or performance rating.
Assessment 1
Thank you for your interest in applying for this position. Your responses to the following questions supplement the information provided in your resume.
SPECIALIZED EXPERIENCE: GS-09 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Experience with internal management policies, and functional responsibilities in the Customer Service Systems Analyst area in order to assist in analyzing problems and provide solutions; Experience with work process, programs, functions, error trends and day-to-day workflow to assist in identifying discrepancies and trends; Experience with oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; Experience with internal and external automated systems and controls to assist with training. OR EDUCATION: 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. OR LL.B or J.D., if related. OR COMBINATION OF EXPERIENCE AND EDUCATION: A combination of qualifying graduate education and experience equivalent to that described above.
SPECIALIZED EXPERIENCE: GS-11 You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 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; Experience with systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Experience with work processes, programs, functions, error trends, and day-to-day workflow; Using oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; and with internal and external automated systems and controls to assist with training. OR EDUCATION: 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 COMBINATION OF EXPERIENCE AND EDUCATION: A combination of qualifying graduate education and experience equivalent to that described above.
Please select the response that best describes your Specialized Experience.
SPECIALIZED EXPERIENCE: GS-11 You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 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; Experience with systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Experience with work processes, programs, functions, error trends, and day-to-day workflow; Using oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; and with internal and external automated systems and controls to assist with training. OR EDUCATION: 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 COMBINATION OF EXPERIENCE AND EDUCATION: A combination of qualifying graduate education and experience equivalent to that described above.
Please select the response that best describes your Specialized Experience.
1.
GS-9 Level: Which of the following is true about your specialized experience?
2.
GS-11 Level: Which of the following is true about your education and/or experience?
3.
GS-9 TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, applicants must satisfy time-in-grade requirements contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked.
Please select the response that best describes your time in grade.
Please select the response that best describes your time in grade.
4.
GS-11 TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
Please select the response that best describes your time in grade.
Please select the response that best describes your time in grade.
5.
In addition to the online application and resume, you must submit a current annual Performance Appraisal. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
Did you receive a fully successful, equivalent, or higher rating on your most recent performance appraisal?
Did you receive a fully successful, equivalent, or higher rating on your most recent performance appraisal?
6.
If you answered "I do not have a recent performance appraisal." in the previous question, please indicate why you do not have a current performance appraisal otherwise please enter N/A.
7.
Please select the option that best describes your most recent performance appraisal.
8.
Please enter the date of your most recent performance appraisal?
9.
Please select the rating that you achieved on your most recent performance appraisal. For Non-IRS CTAP employees select the response that most accurately reflects your most recent performance rating.
10.
Are you currently in the same Business Operating Division and job series as the position for which you are applying to via this announcement?
11.
Which of the following describes your work experience sharing knowledge with others?
12.
Which of the following statements describes your experience interacting within a team?
13.
Which of the following computer applications or programs do you have experience using?
14.
Which problem solving techniques have you used?
15.
Which of the following computer applications or programs do you have experience using?
16.
Which problem solving techniques have you used?
17.
Which of the following describes your experience verbally communicating with others?
18.
Describe the highest level of written response you have provided in the past?
19.
Which of the following describes your experience with verbal communication?
20.
Which best describes your level of data analysis experience?
21.
Which of the following types of sensitive information have you been responsible for maintaining?
22.
Which of the following statements best describes your work experience?
23.
Which of the following responsibilities have you performed related to managing workload?
24.
Which of the following statements best describes your work experience?
Select “Yes” or “No” to the following question(s).
25.
To qualify for this position and receive full credit for your relevant experience you must list the month/year and number of hours worked for experience listed on your resume. Your resume must support your responses to the questions. Do you understand that failure to provide sufficient evidence in your resume may result in a "not qualified" determination?
26.
I certify that, to the best of my knowledge and belief, all of the information included in this questionnaire is true, correct, and provided in good faith. I understand if I make an intentional false statement, or commit deception or fraud in this application and its supporting materials, or in any document or interview associated with the examination process, I may be fined or imprisoned (18 U.S.C. 1001); my eligibilities may be cancelled, I may be denied an appointment, or I may be removed and debarred from Federal service (5 C.F.R. part 731). I understand any information I give may be investigated. I understand that responding "No" to this item will result in my not being considered for this position.
Failure to agree or respond to the statement below will disqualify you from further consideration for the position. Select the most appropriate response below.
Failure to agree or respond to the statement below will disqualify you from further consideration for the position. Select the most appropriate response below.