Integrated Finance & Accounting Solutions (IFAS)
Payroll Customer Support Analyst (Tier 1)
Integrated Finance & Accounting Solutions (IFAS), Charleston, South Carolina, United States, 29408
Overview
The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires a Payroll Customer Support Technician on the Payroll Customer Support Desk. Customer Support & Training (CST) provides customer support desk services, knowledgebase management and training, training development and delivery for overseas financial operations, system implementation training and support and Payroll customer support for American employees and retirees. This position will provide payroll processing support by phone and email to American employees and retirees. The contractor shall perform these services under Department of State Customer Support Management.
Minimum Requirements
1 year of overall relevant (payroll processing or customer service) professional experience
Experience performing analysis, critical thinking, and working independently within a team to efficiently answer customer questions.
Experience working with web based or client-server technologies and experience performing business systems analysis
Preferred Skills, But Not Required
Accounting procedures, policies, and operations
Federal payroll, high volume call center, or help desk experience
Our Most Successful Employees In This Position Demonstrate
Strong communication skills for phone and email customers, including escalated tickets. Desired skills:
Effective Listening
Tact and Patience
Positive Persuasiveness
Attentiveness and Courteousness
Ability to multi-task and work from one situation to another at a fast pace
Superior verbal and written communication and organizational skills
Job Function / Responsibilities
ServiceNow: The ServiceNow system tracks initial communication and ongoing dialogue with customers until final resolution. Tickets are created and tracked; analysts enter all customer issues into ServiceNow.
Support for Department of State employees and retired annuitants with payroll-related inquiries. Use Knowledge Base and DoS systems to provide first contact resolution whenever possible. Follow the Payroll Helpdesk QA program. The QA program monitors output and provides feedback and coaching for development. The Quality Control Program (QCP) ensures accuracy and quality of customer interactions and provides feedback and training as appropriate.
Ensure payroll customer support desk voicemail is addressed at the start of the day and throughout the day.
Assist with research, development and delivery of presentations, training, and reports.
Provide front-line payroll customer phone support, based on a team schedule, for incoming customer questions. Create ServiceNow tickets to record details of issues and document receipt of the customer’s initial contact.
Update ServiceNow tickets when additional correspondence or research is performed and close tickets when the issue is resolved or confirmed by responsible analysts.
Assist customers through the entire process of research, data gathering, analysis and resolution for emails and phone calls.
Research DoS information sources to answer client questions (GFS Knowledge Base, Ask HR, various websites, Foreign Affairs Manual, Foreign Affairs Handbook, Thrift Savings Plan, and other in-house references).
Write GFS Knowledge Base articles and assist with the development of instructional materials related to payroll customer support improvements.
Refer unresolved issues to appropriate departments following Retirement or American Pay and Payroll procedures.
Follow up on tickets pending longer than one week and determine status with the appropriate contacts.
Identify Level II tickets per ISO 9001 guidelines and escalate as appropriate; follow up on ticket status.
Support ISO 9001 requirements by reviewing existing Reference Documents for relevance and consistency with CGFS policy.
Escalate issues to the Payroll Customer Support team lead or CGFS Global Compensation Customer Advocate as appropriate.
Ensure constant support desk coverage between 8:30 and 4:30pm, Monday through Friday.
Security Clearance All personnel must be able to possess or obtain a security clearance of “Secret”, to be issued by Department of State, Diplomatic Security. A Secret Clearance will open doors for career opportunities in the Government, including possible direct hire.
Work Schedule The employee will work an 8-hour shift between 6:15 am and 6:00 pm with a non-compensated 45-minute lunch. Additional hours may be required and must be authorized by the Project Manager and DoS Management.
Software Systems Utilized
Global Foreign Affairs Compensation System (GFACS)
Global Employee Management System (GEMS)
Share Point
Employee Express
Microsoft Office Suite
GFS Knowledge Base
ServiceNow
Document Imaging Software (DIS)
Avaya Workplace
Websites of government agencies (e.g., IRS, Thrift Savings Plan, OPM)
#J-18808-Ljbffr
Minimum Requirements
1 year of overall relevant (payroll processing or customer service) professional experience
Experience performing analysis, critical thinking, and working independently within a team to efficiently answer customer questions.
Experience working with web based or client-server technologies and experience performing business systems analysis
Preferred Skills, But Not Required
Accounting procedures, policies, and operations
Federal payroll, high volume call center, or help desk experience
Our Most Successful Employees In This Position Demonstrate
Strong communication skills for phone and email customers, including escalated tickets. Desired skills:
Effective Listening
Tact and Patience
Positive Persuasiveness
Attentiveness and Courteousness
Ability to multi-task and work from one situation to another at a fast pace
Superior verbal and written communication and organizational skills
Job Function / Responsibilities
ServiceNow: The ServiceNow system tracks initial communication and ongoing dialogue with customers until final resolution. Tickets are created and tracked; analysts enter all customer issues into ServiceNow.
Support for Department of State employees and retired annuitants with payroll-related inquiries. Use Knowledge Base and DoS systems to provide first contact resolution whenever possible. Follow the Payroll Helpdesk QA program. The QA program monitors output and provides feedback and coaching for development. The Quality Control Program (QCP) ensures accuracy and quality of customer interactions and provides feedback and training as appropriate.
Ensure payroll customer support desk voicemail is addressed at the start of the day and throughout the day.
Assist with research, development and delivery of presentations, training, and reports.
Provide front-line payroll customer phone support, based on a team schedule, for incoming customer questions. Create ServiceNow tickets to record details of issues and document receipt of the customer’s initial contact.
Update ServiceNow tickets when additional correspondence or research is performed and close tickets when the issue is resolved or confirmed by responsible analysts.
Assist customers through the entire process of research, data gathering, analysis and resolution for emails and phone calls.
Research DoS information sources to answer client questions (GFS Knowledge Base, Ask HR, various websites, Foreign Affairs Manual, Foreign Affairs Handbook, Thrift Savings Plan, and other in-house references).
Write GFS Knowledge Base articles and assist with the development of instructional materials related to payroll customer support improvements.
Refer unresolved issues to appropriate departments following Retirement or American Pay and Payroll procedures.
Follow up on tickets pending longer than one week and determine status with the appropriate contacts.
Identify Level II tickets per ISO 9001 guidelines and escalate as appropriate; follow up on ticket status.
Support ISO 9001 requirements by reviewing existing Reference Documents for relevance and consistency with CGFS policy.
Escalate issues to the Payroll Customer Support team lead or CGFS Global Compensation Customer Advocate as appropriate.
Ensure constant support desk coverage between 8:30 and 4:30pm, Monday through Friday.
Security Clearance All personnel must be able to possess or obtain a security clearance of “Secret”, to be issued by Department of State, Diplomatic Security. A Secret Clearance will open doors for career opportunities in the Government, including possible direct hire.
Work Schedule The employee will work an 8-hour shift between 6:15 am and 6:00 pm with a non-compensated 45-minute lunch. Additional hours may be required and must be authorized by the Project Manager and DoS Management.
Software Systems Utilized
Global Foreign Affairs Compensation System (GFACS)
Global Employee Management System (GEMS)
Share Point
Employee Express
Microsoft Office Suite
GFS Knowledge Base
ServiceNow
Document Imaging Software (DIS)
Avaya Workplace
Websites of government agencies (e.g., IRS, Thrift Savings Plan, OPM)
#J-18808-Ljbffr