Customer Support Analyst

Internal Revenue Service | Monroeville, PA

Posted Date 12/04/2019
Description

WHAT IS THE CHIEF FINANCIAL OFFICER (CFO) DIVISION? The IRS Chief Financial Officer (CFO) organization is responsible for the custodial accounting of over $3.3 trillion in taxpayer payments, as well as for managing the IRS' $10+ Billion annual operating budget.  DIVISION?  

See “Other Information” for Locations.

WHAT DOES A CUSTOMER SUPPORT ANALYST DO? As a Customer Support Analyst you will be responsible for accomplishing various programs relating to administration of the Purchase Card and Travel Card Programs in the Internal Revenue Service.   Specifically, you will use your analytical and technical skills to conduct in-depth analyses of program data, requirements and impact, and you will identify problem areas and determine how to resolve them.   Your customer service and writing skills are also utilized to communicate and educate Cardholders within the Internal Revenue Service to strengthen compliance with the requirements of both the Purchase Card and Travel Card Programs.

As a Customer Support Analyst, you will:

  • Conduct comprehensive operational reviews of assigned program area(s) to assess compliance with existing guidelines. Identify trends and/or procedural problem areas; evaluate findings; determine impact of changes in regulations and practices; and recommend corrections and/or appropriate course of action.
  • Conduct comprehensive, in-depth evaluative analyses of operations, procedures, and initiate, develop, or recommend modifications to procedures, systems, project objectives, operations, and resource utilization in order to correct existing deficiencies.
  • Research and resolve the most complicated questions, interpret policies, and "trouble -shoot" program problems that arise.
  • Provide authoritative technical assistance, guidance, and advisory services to lower-graded specialists.
  • Provide management with evaluative reports assessing the effectiveness and efficiency of operations which are administered throughout the Service.
  • Prepare Service-wide guidelines, instructions, and other documents to describe new program initiatives; develop new procedures to implement new initiatives or program changes; and maintain and improve effective operations of assigned program(s) as administered by all Business Units, consistent with agency policies.

If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.


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 https://www.jobs.irs.gov/

You must meet the following requirements by the closing date of this announcement. 

GS-12 LEVEL:  You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the federal service. Specialized experience for this position includes: Demonstrate experience with the budgetary programs (such as travel, travel card, procurement, purchase card), experience researching policy and procedures, and responding to verbal and written inquiries regarding budgetary issues. Experience resolving and assisting or advising others on budgetary issues. Experience conducting analysis of functional work processes concerning budgetary issues.

GS-13 LEVEL: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the federal service. Specialized experience for this position includes: Demonstrate expert experience with the budgetary programs (such as travel, travel card, procurement, purchase card), experience researching policy and procedures, and responding to verbal and written inquiries regarding budgetary issues. Experience resolving and assisting or advising others on budgetary issues. Experience conducting complex analysis of functional work processes concerning budgetary issues; identifying trends, procedural problem areas and making recommendations for correction. Experience writing guidelines or procedural instructions for assigned program area.

-The experience may have been gained in the public sector, private sector or Volunteer Service. 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 next lower grade level of the grade you are applying to for 52 weeks (time-in-grade requirement).

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