Command Center Analyst; Administrative Officer

Command Center Analyst (Administrative Officer
2)

Join to apply for the Command Center Analyst (Administrative Officer
2) role at Commonwealth of Pennsylvania

Are you interested in improving efficiency, effectiveness, and quality of operations? If so, the Department of Revenue, Customer Experience Center (CEC) Director’s Staff is eager for you to join us as a Command Center Analyst. In this role, you will have the opportunity to assist with planning, organizing, and directing various technologies used by the department to provide customer service externally and internally.

Showcase your analytical and technical skill set while advancing your professional career with this exciting opportunity.

As a Command Center Analyst, you will be responsible for developing and implementing operational policies and procedures based on performance metrics, changes in tax regulations, and priorities outlined by the Director. Your work involves identifying and resolving challenges related to workflow, technology, quality, staffing, and other operational issues to ensure timely assistance to taxpayers. You will consult with Executive Staff, bureau and office directors, managers, and supervisors to identify agency-specific needs by monitoring and analyzing performance and operational data from multiple sources, providing insight to management and facilitating effective decision‑making and operational coordination.

Additional responsibilities include:

• Assessing real‑time data and trends
• Analyzing data to identify patterns in customer issues
• Reconfiguring customer contact technology
• Evaluating operational data to determine patterns in employee behavior, performance, and productivity
• Performing quality assurance monitoring
• Providing technical assistance to internal and external customers

• Full‑time employment
• Work hours are 9:00 AM to 5:00 PM, Monday – Friday, with 30‑minute lunch.
• Telework:
  You may have the opportunity to work from home (telework) part‑time ad hoc, upon successful completion of a 6‑month in‑office training. 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.
  
  The ability to telework is subject to change at any time.
• 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.

• One year as an Administrative Officer 1 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
• Three years of experience in progressively responsible and varied office management or staff work, including experience in personnel management, budgeting, or procurement; and a bachelor's degree; or
• Any equivalent combination of experience and training.

• You must be able to perform essential job functions.

• Strong analytical skills
• Experience using Excel, Power BI, or SQL
• One year of supervisory or reporting experience in Genesys

• 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.

• 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…