IT Specialist (Network Services)
Internal Revenue ServiceWHAT IS INFORMATION TECHNOLOGY? 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 the following area(s): IT - Taxpayer Services and Online Accounts - Taxpayer Services & Online Accounts Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty.
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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. The work of this position includes implementing and managing the Contact Center Environment to meet current and future businessrequirements of the IRS and its customers. Specific assignments include many of the following: Technical Advisor. Serves as an expert advisor to management on all technical issues relating to the Contact Center Environment. This includes researching complex issues that impact the CCE in order to offer potential solutions for management to consider. The incumbent develops technical standards and procedures for ACD development, implementation, and management; establishes performance management metrics; and evaluates overall ACD performance against relevant standards. The mission requires that the employee exercise considerable judgment to keep abreast of the rapid evolution of Contact Center technologies; maintain continual vigilance against threats to subsystem confidentiality, integrity and availability; and constantly determine ways to efficiently apply scarce resources. Project Manager. Serves as project manager for the most complex and important projects within the CCE. This includes developing Work Breakdown Structures, managing project schedule progress, managing resources assigned to project tasks, reporting progress to management, coordinating vendor support, and following the Enterprise Life Cycle. Change Management. Serves as Change Manager for the CCE. Leads the implementation of critical infrastructure changes for major projects at various Contact sites to provide Contact Center services that support Business Operating Divisions' missions. Leads the planning, design, development, and integration of new Contact Center systems consistent with the existing or future Contact Center infrastructure. Availability and Capacity Management. Leads significant mission critical projects to develop complex technicalrequirements for the acquisition of Contact Center hardware, software, and services. This includes understanding customerrequirements and transforming into the technicalrequirements for the development of solutions. Further activities include: serving as the Availability or Capacity Manager for the CCE, designing and maintaining an availability management DB, ensuring critical targets/thresholds are met and reviewing repo
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