WHAT IS TAXPAYER SERVICES DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS-RICS-Refundable Credits Examination Operation. Refundable Credits Examination Operation REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at 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.
At the GS09 Level: Under the guidance of the higher graded System Analyst and Systems Administrator, the incumbent monitors the Aspect System, e-WFM and peripherals to ensure that the systems are functioning and that telephone calls are answered by appropriately skilled agents. Troubleshoots and reports minor system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff. Assists in monitoring adherence to schedule by application.
At the GS11 level: Monitors the Aspect System e-WFM and peripherals to ensure that the systems are functioning and that telephone calls are answered by appropriately skilled agents. Monitors incoming call traffic, staffing levels and agent status. Troubleshoots and reports system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.
STANDARD POSITION DESCRIPTIONS (SPD): PD94731 and PD94732 Visit the IRS SPD Library to access the position descriptions.
A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements.
You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.
We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).
As a current IRS employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
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This position is with Internal Revenue Service, Department of the Treasury.
The posted pay range is $62729 – $98671/yr.
This position is eligible for telework.
Applications close on 2026-09-28.
This is a Day Shift: Monday - Friday, start/stop times between 6:00 a.m. and 6:00 p.m. position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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