Telephone System Analyst Department of the Treasury Internal Revenue Service Taxpayer Services Service Center Summary

WHAT IS TAXPAYER SERVICES

? A description of the business units can be found : https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS SC

• Accounts Management This job (or announcement) is open to current permanent IRS competitive service employees in Accounts Management business units.

REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Learn more about this agency Summary

WHAT IS TAXPAYER SERVICES

? A description of the business units can be found : https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS SC

• Accounts Management This job (or announcement) is open to current permanent IRS competitive service employees in Accounts Management business units.

REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Learn more about this agency Overview Help Accepting applicions Locion (MO1937) 333 W. Pershing Road Kansas City, MO 1 vacancy (UT1428) 2262 Wall Avenue Ogden, UT 2 vacancies No mching locions found. Work site options Telework eligible Yes—as determined by the agency policy. Telework eligible positions do not guarantee telework. Remote job No Relocion expenses reimbursed No Salary $61,722

• $98,671 per year The range reflects the minimum locality to maximum locality for locions listed in the announcement. Salary based on selected duty locion. Pay scale & grade GS 9
• 11 Promotion potential 11
• This position has career progression. If selected a lower grade level you may be promoted without further competition to the full working level as your career progresses. Learn more about pay scale and grade Pay scale and grade determines the salary of the job. Work schedule Full-time
• Day Shift and Mid Shift Monday-Friday Travel Required Occasional travel
• You may be expected to travel for this position.

e.g. May be required to travel 1-5 days per month. Appointment type Permanent Occupions and job series 0301 Miscellaneous Administrion And Program Supervisory stus No Federal service type This job is in the Competitive Service Represented by a union No Drug test No Security clearance Not Required Position sensitivity and risk Non-sensitive (NS)/Low Risk Jobs require a background check and some require a security clearance . The type depends on the job. Background check type Credentialing Suitability/Fitness Financial disclosure required No Some jobs require financial disclosure to identify conflicts of interests. Announcement number 26-13054372O-TSN-0301-9T11 Control number 883889000 This job is open to Help Internal to an agency Current federal employees of the hiring agency th posted the job announcement. Career transition (CTAP, ICTAP, RPL) Federal employees whose job, agency or department was elimined and are eligible for priority over other applicants. Clarificion from the agency Open to IRS Career/Career-Conditional, Treasury/IRS

CTAP, & IRS RPP

employees Duties Help The following are the duties of this position the full working level. If this vacancy includes more than one grade and you are selected a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Monitors the Aspect System e-WFM and peripherals to ensure th the systems are functioning and th telephone calls are answered by appropriely skilled agents. Monitors and tracks employee time usage through the daily use of RTA. Notifies Team managers when alerts occur on employees in their teams. Provide reports of daily time usage and runs special reports to support manger observions of employee's time utilizion. Monitors incoming call traffic, staffing levels and agent stus. Scheduled staffing requirements in conjunction with da genered by telephone and inventory systems are used to ensure proper staffing levels. Projects and analyzes staffing to determine if telephone staffing requirements can be met. Troubleshoots and reports system problems to Joint Operions Center (JOC) and Program Management and Process Assurance (PM/PA) staff. Prepares reports requiring research and analysis of performance indicors such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Da. Recommends solutions in response to performance deficits.

STANDARD POSITION DESCRIPTIONS

(SPD): PD94731 and PD94732 Visit the IRS SPD Library to access the position descriptions. Requirements Help Conditions of employment Probionary Period

• A person who is required to go through a probionary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probionary period in the new position. Government Credit Card
• Obtain and use a Government-issued charge card for business-reled travel.

ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION

Qualificions Federal experience is not required. Experience may have been gained in the public sector, prive sector or through Volunteer Service . One year of experience refers to full-time work; part-timework is considered on a prored basis. To ensure full credit for your work experience, please indice des of employment by month/day/year, and indice number of hours worked per week, on your resume. You must meet the following requirements by the closing de of this announcement.

QUALIFICATION REQUIREMENTS

SPECIALIZED

EXPERIENCE

GS-9

Level:

You must have one year of specialized experience a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: Dealing with Business Opering Division policies, and functional responsibilities in the Telephone Systems Analyst area to assist in analyzing problems and provide solutions; Utilizing work processes, programs, and functions, to identify error trends in the day-to-day workflow; Using oral and written communicions techniques to assist in the preparion of routine responses and to coordine da and informion; Working with internal and external automed systems and controls to assist with training; Utilizing Microsoft Excel calculions to prepare a report; OR Two full academic years of progressively higher-level gradue educion in any field of study from an accredited college or university th demonstres the knowledge, skills, and abilities necessary to do the work. OR Master's or equivalent gradue degree in any field of study from an accredited college or university th demonstres the knowledge, skills, and abilities necessary to do the work. OR LL.B or J.D., if reled. OR You may qualify by a combinion of experience and educion.

SPECIALIZED EXPERIENCE

GS-11

Level:

You must have one year of specialized experience a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes: Understanding the design, operion and capabilities of a computerized Automic Call Distribution (ACD)\telephone system; Using systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Analyzing work processes, programs, functions, error trends, and day-to-day workflow to assist in identifying discrepancies, and troubleshooting issues; Using oral and written communicions techniques to prepare routine responses and to coordine da and informion; Developing presention, conducting training sessions and serving as a technical resource for team Managers, and employees by providing guidance on telephone system operions, tools, procedures, and system functions; Utilizing Microsoft Excel, to manipule da, and cree graphs and reports for analytical reviews; OR Three full academic years of progressively higher level gradue educion in any field of study from an accredited college or university th demonstres the knowledge, skills, and abilities necessary to do the work. OR PH.D or equivalent doctoral degree in any field of study from an accredited college or university th demonstres the knowledge, skills, and abilities necessary to do the work. OR LL.M., if reled OR You may qualify by a combinion of experience and educion. AND You must also meet the following requirement(s):

TIME AFTER COMPETITIVE APPOINTMENT

(TACA): By the closing de (or if this is an open continuous announcement, by the cut-off de) specified in this job announcement, current civilian employees must have completed least 90 days of federal civilian service since their lest non-temporary appointment from a competitive referral certifice, known as time after competitive appointment . For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens"

TIME IN GRADE

(TIG): For positions above the GS-05,applicants must meet applicable time-in

• grade requirements to be considered eligible.

One year (52 weeks) the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03 or 04 positions. For more informion on qualificions please refer to OPM's Qualificions Standards . Educion A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Educion. For a list of schools which meet these criteria, please refer to Department of Educion Accredition page .

FOREIGN EDUCATION

Educion completed in foreign colleges or universities may be used to meet the requirements. You must show proof the educion credentials have been deemed to be least equivalent to th gained in conventional U.S. educion program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanion of Terms) or here for Foreign Educion Credentialing instructions. We recommend choosing an evaluor from a member organizion of one of the following nional associions of credential evaluion services: Nional Associion of Credential Evaluion Services (NACES) or Associion of Internional Credentials Evaluors (AICE) . Additional informion Consider each locion carefully when applying. If you are selected for a locion, th locion come your official post of duty. In the event th a building is closed due to rent management, new hires may be placed in a local commuting locion. Additional jobs may be filled from this announcement or any other source to fill these vacancies. Alternive work schedule, staggered work hours may be available.

Salary:

General Schedule (GS) Locality Pay tables may be found under Salaries & Wages . Formal Development Plan

• If this position is covered by a formal development plan, pay retention offered where applicable based on law and regulion.

Expand Hide additional informion Candides should be committed to improving the efficiency of the Federal government, passione about the ideals of our American republic, and committed to upholding the rule of law and the United Stes Constitution. Benefits Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits th are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits . As a current employee, you know the gre benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) 1-866-743-5748 option #1 for ERC. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more informion on the specific benefits offered. How you evalued You evalued for this job based on how well you meet the qualificions above. Your qualificions evalued based on your applicion merials (e.g., resume, supporting documents), your responses on the applicion questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evalued further. You assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

Customer Service Oral Communicion Problem Solving Project Management Technology Applicion Writing Ring:

Your applicion evalued in accordance with the Service's Merit Promotion Plan. A quality group ring used to rank and select eligible candides. If qualified, you assigned to one of three quality level groups, Superior/Best Qualified, Highly Qualified and Qualified.

Referral:

Eligible applicants red in the highest quality group, may be referred to a selecting official for considerion. Candides, if required to participe in a selection interview (telephonic and/or in person the discretion of the Selecting Official in accordance with hiring practices), interviewed in quality group order. We will not reimburse costs reled to the interview such as travel to and from the interview site. Performance Appraisal and Awards

• Will not be used in determining your overall ring.

Any performance appraisal/evaluion and award documention you provide forwarded to the selecting official. The selecting official will review this documention and give it due weight considerion during the overall selection process. IRS employees may obtain their most recent awards listing https://persinfo.web.irs.gov/ . If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP) , you must receive a score of Highly Qualified orbetter to be red as "well qualified" to receive special selection priority. Benefits Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits th are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits . As a current employee, you know the gre benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) 1-866-743-5748 option #1 for ERC. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more informion on the specific benefits offered. Required documents Required Documents Help The following documents are required and must be provided with your applicion. All applicion merials, including transcripts, must be in English . Incomplete or insufficient informion may result in not being considered for the position, or not receiving special considerion for which you may be eligible. Please view Applicion Preparion or How to write a resume for federal job . 1. Resume … Your resume should : Be limited to two (2) pages. Applicants with resumes exceeding two-pages removed from considerion. We recommend utilizing a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point for the main text, and page margins of 0.5 inches. Applicants th tempt to circumvent the 2-page limit page limit, for example by merially reducing readability, deemed ineligible . If you upde your applicion, only the most recent resume received (uploaded under the "Resume" document type) considered to determine qualificions. Include your name and contact informion. Include relevant work experience

• Employer Name, Job Title, Employment des (start to end de or present), number of hours worked per week , and a brief description of duties th clearly demonstre your qualificions.

To receive full credit for work experience, you must include specific

MM/DD/YYYY

start and end des for every position. Include pay plan, series, and grade (e.g., GS-0301-09) for all federal service jobs. Not include photographs, classified or sensitive informion, SSN, encrypted/digitally signed documents, or other inapproprie content. Resumes containing prohibited informion deemed ineligible . Not include embedded links as they will not be opened or considered when determining qualificions. Not include personal informion such as age, sex, religion, race, or disability. Not include specialized experience copied from the announcement or position description, as this is not a demonstrion of your experience. 2. Educion (if applicable)

• Refer to Qualificion and Educion sections above for requirements For positions with an educion requirement, or if you are qualifying for this position based on educion or training, submit a copy of your transcript(s) or equivalent. An official transcript(s) required if you are selected. 3. Registrion/License (if applicable)
• Current, active registrion/license 4.

Performance Appraisal/Awards (strongly encouraged) Submit the most recent completed annual performance appraisal. Submit copies of any incentive/performance awards received th may have an impact on the qualificions for the position to be filled. 5. Career Transition Assistance Plan (CTAP) (if applicable) Selection priority program for displaced or surplus federal employees: Review and submit the required documention as outlined under

CTAP 6. IRS

Reassignment Preference Program (RPP) ( if applicable ) Submit your RPP Notice and most recent performance appraisal. Appraisal must reflect Fully successful or higher overall ring. 7. Current Employees Documention (recommended if applicable) If applying for a higher grade and you met time-in-grade (TIG) another agency, it is recommended th you provide an SF-50(s) (Notificion of Personnel Action) (or equivalent) which demonstres you meet the 52-week TIG requirement (e.g., Promotion with an effective de more than one (1) year old, Within-Grade-Increase the highest grade held). Failure to provide an SF-50(s) th shows your eligibility may result in an ineligible determinion. How to Apply Help Please read the entire announcement and all the instructions before you begin an applicion. To apply for and be considered for this position, you must complete all required questionnaires, assessments and submit all required documention as specified in the How to Apply and Required Documents section. The complete applicion package must be submitted by 11:59 PM (ET) on the closing de of the announcement to receive considerion. We are available to assist you during business hours (normally 8:00 a.m.

• 4:00 p.m. ET, Monday
• Friday).

If applying online poses a hardship, please contact us by noon ET on 09/15/2026. To begin the applicion process, click the "Apply Online" button. You re-directed to

USA STAFFING

to continue your applicion process; answer the online questions. To preview the Applicion Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13054372 . Upload all required documents. (To submit supporting documents, import documents from USAJOBS to the approprie document types. If the document you need is not imported from USAJOBS, you may upload it directly into this applicion.) Click the Submit Applicion button. Reasonable Accommodions (RA): We provide reasonable accommodion to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the applicion and hiring process. To review reasonable accommodion policies and procedures please https://www.opm.gov/policy-da-oversight/disability-employment/reasonable-accommodions/ . To upde your applicion, including supporting documention: Visit USAJOBS

• How to Upde Applicion during the announcement open period, make updes or add supporting documention, then continue through the entire applicion process and click Submit Applicion to send updes to the hiring agency. This option will no longer be available once the announcement has closed. To view the job stus or your applicion stus: Visit USAJOBS
• How to View Applicion/Job Stus . Your applicion stus page is where you can view your applicion stus, USA Hire assessment completion stus, and review your notificions sent by the hiring agency regarding your applicion. Agency contact informion (ERC) Employee Resource Center Phone 866-743-5748 Website https://irsgov.sharepoint.com/sites/EmployeeResources/SitePages/ERC-Help-Desk.aspx Address TS SC
• Accounts Management 1111 Constitution Ave NW Washington, DC 20224 US Next steps Once your applicion package and online questionnaire is received you will receive an acknowledgement email.

You are responsible for checking stus updes and notificions in USAJOBS. Hard copy notificions will not be sent to you. " Please notify us if your contact informion changes after the closing de of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communicion th could affect your considerion for this position. The Fair Chance to Compete for Jobs Act prohibits the Department of Treasury and its bureaus from requesting an applicant's criminal history record before th individual receives a conditional offer of employment. To learn more, please our page : Treasury.gov/fairchanceact. Fair and transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Criminal history inquiries Equal Employment Opportunity (EEO) Policy Financial suitability New employee probionary period Privacy Act Reasonable accommodion policy Selective Service Signure and false stements Social security number request Required Documents Help The following documents are required and must be provided with your applicion. All applicion merials, including transcripts, must be in English . Incomplete or insufficient informion may result in not being considered for the position, or not receiving special considerion for which you may be eligible. Please view Applicion Preparion or How to write a resume for federal job . 1. Resume … Your resume should : Be limited to two (2) pages. Applicants with resumes exceeding two-pages removed from considerion. We recommend utilizing a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point for the main text, and page margins of 0.5 inches. Applicants th tempt to circumvent the 2-page limit page limit, for example by merially reducing readability, deemed ineligible . If you upde your applicion, only the most recent resume received (uploaded under the "Resume" document type) considered to determine qualificions. Include your name and contact informion. Include relevant work experience

• Employer Name, Job Title, Employment des (start to end de or present), number of hours worked per week , and a brief description of duties th clearly demonstre your qualificions.

To receive full credit for work experience, you must include specific

MM/DD/YYYY

start and end des for every position. Include pay plan, series, and grade (e.g., GS-0301-09) for all federal service jobs. Not include photographs, classified or sensitive informion, SSN, encrypted/digitally signed documents, or other inapproprie content. Resumes containing prohibited informion deemed ineligible . Not include embedded links as they will not be opened or considered when determining qualificions. Not include personal informion such as age, sex, religion, race, or disability. Not include specialized experience copied from the announcement or position description, as this is not a demonstrion of your experience. 2. Educion (if applicable)

• Refer to Qualificion and Educion sections above for requirements For positions with an educion requirement, or if you are qualifying for this position based on educion or training, submit a copy of your transcript(s) or equivalent. An official transcript(s) required if you are selected. 3. Registrion/License (if applicable)
• Current, active registrion/license 4.

Performance Appraisal/Awards (strongly encouraged) Submit the most recent completed annual performance appraisal. Submit copies of any incentive/performance awards received th may have an impact on the qualificions for the position to be filled. 5. Career Transition Assistance Plan (CTAP) (if applicable) Selection priority program for displaced or surplus federal employees: Review and submit the required documention as outlined under

CTAP 6. IRS

Reassignment Preference Program (RPP) ( if applicable ) Submit your RPP Notice and most recent performance appraisal. Appraisal must reflect Fully successful or higher overall ring. 7. Current Employees Documention (recommended if applicable) If applying for a higher grade and you met time-in-grade (TIG) another agency, it is recommended th you provide an SF-50(s) (Notificion of Personnel Action) (or equivalent) which demonstres you meet the 52-week TIG requirement (e.g., Promotion with an effective de more than one (1) year old, Within-Grade-Increase the highest grade held). Failure to provide an SF-50(s) th shows your eligibility may result in an ineligible determinion. How to Apply Help Please read the entire announcement and all the instructions before you begin an applicion. To apply for and be considered for this position, you must complete all required questionnaires, assessments and submit all required documention as specified in the How to Apply and Required Documents section. The complete applicion package must be submitted by 11:59 PM (ET) on the closing de of the announcement to receive considerion. We are available to assist you during business hours (normally 8:00 a.m.

• 4:00 p.m. ET, Monday
• Friday).

If applying online poses a hardship, please contact us by noon ET on 09/15/2026. To begin the applicion process, click the "Apply Online" button. You re-directed to

USA STAFFING

to continue your applicion process; answer the online questions. To preview the Applicion Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13054372 . Upload all required documents. (To submit supporting documents, import documents from USAJOBS to the approprie document types. If the document you need is not imported from USAJOBS, you may upload it directly into this applicion.) Click the Submit Applicion button. Reasonable Accommodions (RA): We provide reasonable accommodion to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the applicion and hiring process. To review reasonable accommodion policies and procedures please https://www.opm.gov/policy-da-oversight/disability-employment/reasonable-accommodions/ . To upde your applicion, including supporting documention: Visit USAJOBS

• How to Upde Applicion during the announcement open period, make updes or add supporting documention, then continue through the entire applicion process and click Submit Applicion to send updes to the hiring agency. This option will no longer be available once the announcement has closed. To view the job stus or your applicion stus: Visit USAJOBS
• How to View Applicion/Job Stus .

Your applicion stus page is where you can view your applicion stus, USA Hire assessment completion stus, and review your notificions sent by the hiring agency regarding your applicion. Expand Hide how to apply Agency contact informion (ERC) Employee Resource Center Phone 866-743-5748 Website https://irsgov.sharepoint.com/sites/EmployeeResources/SitePages/ERC-Help-Desk.aspx Address TS SC

• Accounts Management 1111 Constitution Ave NW Washington, DC 20224 US Next steps Once your applicion package and online questionnaire is received you will receive an acknowledgement email.

You are responsible for checking stus updes and notificions in USAJOBS. Hard copy notificions will not be sent to you. " Please notify us if your contact informion changes after the closing de of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communicion th could affect your considerion for this position. The Fair Chance to Compete for Jobs Act prohibits the Department of Treasury and its bureaus from requesting an applicant's criminal history record before th individual receives a conditional offer of employment. To learn more, please our page : Treasury.gov/fairchanceact. Expand Hide next steps Fair and transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Criminal history inquiries Equal Employment Opportunity (EEO) Policy Financial suitability New employee probionary period Privacy Act Reasonable accommodion policy Selective Service Signure and false stements Social security number request Overview Help Accepting applicions Locion (MO1937) 333 W. Pershing Road Kansas City, MO 1 vacancy (UT1428) 2262 Wall Avenue Ogden, UT 2 vacancies No mching locions found. Work site options Telework eligible Yes—as determined by the agency policy. Telework eligible positions do not guarantee telework. Remote job No Relocion expenses reimbursed No Salary $61,722

• $98,671 per year The range reflects the minimum locality to maximum locality for locions listed in the announcement. Salary based on selected duty locion. Pay scale & grade GS 9
• 11 Promotion potential 11
• This position has career progression. If selected a lower grade level you may be promoted without further competition to the full working level as your career progresses. Pay scale and grade determines the salary of the job. Work schedule Full-time
• Day Shift and Mid Shift Monday-Friday Travel Required Occasional travel
• You may be expected to travel for this position.

e.g. May be required to travel 1-5 days per month. Appointment type Permanent Occupions and job series Supervisory stus No Federal service type This job is in the Competitive Service Represented by a union No Drug test No Security clearance Not Required Position sensitivity and risk Jobs require a and some require a . The type depends on the job. Background check type Financial disclosure required No Some jobs require to identify conflicts of interests. Announcement number 26-13054372O-TSN-0301-9T11 Control number 883889000