Customer Service System Analyst

About this role

Federal experience is not required. Experience may have been gained in the public sector, private sector or through 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/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement.

SPECIALIZED EXPERIENCE: GS-9 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 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 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.