On a service-wide basis, reviews, validates, transmits, and performs error resolution on Time and Attendance data for agency employees on a recurring, bi-weekly pay cycle. Answers call from IRS employees to assist them when entering time into the Totally Automated Personnel System / Single Entry Time Reporting (TAPS/SETR) system; Collects information from customers to resolve employee issues and requests for information and services in the areas of time and leave administration, T&A system support, and associated pay areas. Independently prepares written replies to customers' telephone, service ticket, e-mail, and fax requests for service or information and conducts follow-up activities to ensure customer received timely and satisfactory responses to their requests. Creates service tickets in the Knowledge Incident / Problem Service Asset Management (KISAM) telephone system for questions requiring searches of various systems; Creates service tickets in (KISAM) for questions not able to be answered without more extensive research of regulations, policies, or various systems or for complex adjustments requiring detailed steps to ensure the customer's service need is properly resolved.
Conditions of Employment: Must be a U.S. Citizen or National and provide proof of U.S. Citizenship. Undergo a review of prior performance/conduct and an income tax verification. Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check). Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency. Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies.
Federal experience is not required. 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. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE: GS-05 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 level in the Federal Service. Specialized experience for this position includes: Experience applying policies and procedures relating to timekeeping, payroll, and personnel programs to identify and resolve personnel/ payroll problems. Experience with automated systems and regulatory research tools and resources such as the U.S. Department of Labor website, Family Medical Leave Act (FMLA), Internet/Intranet, organizational standard operating procedures (SOPS's), and local/ national negotiated agreements or collective bargaining/ union agreements. Experience with oral and written communication sufficient to advise and resolve customers' issues. OR EDUCATION: You may substitute specialized experience with education as follows: A Bachelor's degree or four years of education above high school in any field of study from an accredited college or university. OR COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions. AND SPECIALIZED EXPERIENCE: GS-06 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 level in the Federal Service. Specialized experience for this position includes: Experience applying policies and procedures relating to timekeeping, payroll, and personnel programs to provide assistance. Experience with analytical and evaluative techniques to identify and resolve personnel/ payroll problems. Experience utilizing automated systems and their interrelationships to resolve routine time/ leave and attendance issues. Experience with automated systems and regulatory research tools such as the U.S. Department of Labor website, Family Medical Leave Act (FMLA), Internet/Intranet, organizational standard operating procedures (SOPS's), and local/ national negotiated agreements or collective bargaining/ union agreements. Experience with oral and written communication sufficient to advise and resolve customers' issues.
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