Command Center Analyst (Administrative Officer 1) (Multiple Vacancies)

Are you a team player who is passionate about the collaboration and analysis needed to develop and implement solutions that improve the efficiency and quality of the customer experience? Join the Department of Revenue's Customer Experience Center (CEC) Director's Staff as a Command Center Analyst! Apply now and transform Pennsylvania taxpayers' customer experience with us!

In this role, you will work collaboratively with upper-level Command Center Analyst(s) and CEC leadership to evaluate the Center's operations, as well as assist in developing and implementing solutions designed to improve the efficiency and quality of the customer experience. Your work will involve monitoring and analyzing performance and operational data, gathering and analyzing data to identify patterns in customer questions and issues, meeting with subject matter experts, and preparing reports based on data trends and insights. You will identify and help resolve short-term and longer-term challenges; develop recommendations for changes in bureau policies and procedures related to staffing, workflow, performance, training, technology, and other operational issues; and provide technical assistance to internal and external customers.

Your detailed analysis is key for ensuring that our changes to operational processes and procedures are based on performance metrics, changes in Commonwealth policies, and priorities outlined by the CEC Director. Share your skills and help our teams achieve and maintain good customer service for the benefit of all taxpayers in Pennsylvania!

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 9:00 AM to 5:00 PM, Monday - Friday, with a 30-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, on an ad hoc basis, upon successful completion of a six-month in-office training period. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• Two years of experience in varied office management or staff work; and bachelor's degree; or
• Any equivalent combination of experience and training.

Additional Requirements:

• You must be able to perform essential job functions.

Legal Requirements:

• This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 (Pub 1075) which requires you to pass an enhanced background check prior to beginning employment. Under Pub 1075, acceptance of a conditional offer of employment will require submission to and approval of satisfactory criminal history reports, including but not limited to: a fingerprint-based federal records check; a PA State Police clearance; a check of local law enforcement agencies where you have lived, worked, and/or attended school within the last five (5) years; and a citizenship/residency verification.

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

• Pennsylvania law (51 Pa. C.S. *7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.