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Program Analyst
Internal Revenue Service · Posted 76 days ago
On-site Oakland, CA $91K – $145K Apply by Jul 15, 2026 Management And Program Analysis ENTJINTJINTPISTJ
Apply for this job → About the Role
WHAT IS TAXPAYER SERVICES SERVICE? 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: Taxpayer Services REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
What You'll Do
- →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.
- →Serves as the resident expert on telephone performance objectives and indicators.
- →Provides analysis of performance indicators and objectives such as Services Provided, Handle Time, Average Handle Time (AHT), Available Time and Transfer Data.
- →Identifies improvement opportunities and recommends solutions in response to performance deficits.
- →Analyzes adherence to schedule by application and makes recommendations to management regarding improvement opportunities, such as the need to balance competing workloads or change tours of duty.
- →Takes an active role in creating and developing the Fiscal Year Work Plan and period schedules for the operations.
- →Analyzes workflow issues, projects staffing needs, and advises management on work plan and scheduling issues.
- →The Systems Administrator also provides technical and administrative support to lower graded systems analysts and all levels of management within the call site.
- →Provides input to management as to budgetary requirements for toll-free telephone systems.
- →STANDARD POSITION DESCRIPTIONS (SPD): PD94752 Visit the IRS SPD Library to access the position descriptions.
Requirements
- ✓This audit may include up to 2 years of returns.
- ✓ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION 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).
Benefits
- ★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.
Personality Fit
Job ID: 45ca5693-ca95-4e06-b93d-4330a653c50e
Posted via USAJobs