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Customer Service Systems Specialist #Madison, Wisconsin #techjobs #ITJobs

Madison, Wisconsin State of Wisconsin

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– IVR
– Project Management
– Customer Service

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Revenue, Department of

Customer Service Systems Specialist
Job Announcement Code(s): 19-02334

County(ies):
Dane

Classification Title: / JAC:Job Working Title:
IS BUSINESS AUTOMATION SPECIALIST 19-02334
Customer Service Systems Specialist

Type of Employment:
Full Time (40 hrs/week)

Salary:
Salary is between $29.73/hour and $45.61/hour, in pay schedule/pay range 07-33, depending on experience. Current state employees pay will be based on the rules of the State Compensation Plan. A 12 Month probationary period will be required.

Contact:
Wanda Anthony, Human Resources Specialist – Senior, ************, ***************************

Bargaining Unit:
Non-Represented

Area of Competition:
Open

Deadline to:
8/19/2019

Assessment Information:
13663 – 242 IS BUSINESS AUTOMATION SPECIALIST
Preview Assessment

The Wisconsin Department of Revenue is seeking a highly motivated and organized individual to fill an IS Business Automation Specialist position within the Customer Service Bureau of Income, Sales and Excise Tax Division. This position is located in Madison, Wisconsin just off of John Nolan Drive and the beltline.
Position Summary: This position is an advanced level position responsible for IT systems development and maintenance used by the division and agency staff, including contact center routing software, voice response unit (VRU), interactive voice response (IVR) and other web based applications and interfaces. This position leads and coordinates efforts to design, develop, analyze document, implement, and maintain customer service delivery systems and technologies for the division. This position will also be the primary contact for customer service delivery systems and technologies for all bureaus in the division. This position also troubleshoots problems with customer service systems. The work is performed under general supervision of the Customer service Bureau Director. For a full position description please click here.

Special Notes:
The Department of Revenue will conduct criminal background, fingerprint and tax compliance checks on applicants prior to an offer of employment.

To assist in making the interview process more efficient, the State of Wisconsin has an interview reuse policy. This policy allows agencies to reuse interview results. As a result of this policy, interview results from those interviewed for this position maybe considered for similar employment opportunities.

Please reference General Information about Jobs in WI State Government.

Qualifications:
Minimum Qualifications:
Experience with customer service delivery systems (i.e. contact center routing software, voice response technologies and web-based applications).

Experience working with integrated telephony platforms.

Project management experience (e.g. developing project plans, defining business requirements, defining and managing project resources and managing project timelines).

Experience analyzing current processes, recommending system and non-system solutions, and/or developing project proposals.

Well Qualified applicants will have all of the minimum qualifications, plus the following:

Experience working with the department’s integrated tax system (WINPAS).

Experience providing training to individuals and groups.
Salary is between $29.73/hour and $45.61/hour, in pay schedule/pay range 07-33, depending on experience. Current state employees pay will be based on the rules of the State Compensation Plan. A 12 Month probationary period will be required.

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