Integrated Finance & Accounting Solutions (IFAS) · 10 hours ago
PCS TIER 1 Analyst (Secretary V)
Charleston, SC, US
Full-time
Onsite
New Grad, Entry LevelIntegrated Finance & Accounting Solutions (IFAS) is seeking a Payroll Customer Support Project Assistant to provide payroll processing project support for American employees and retirees. The role involves managing customer inquiries related to payroll, utilizing various systems for resolution, and ensuring quality assurance in customer interactions.
Financial ServicesManagement Consulting
Responsibilities
ServiceNow: The ServiceNow system is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked within the ServiceNow system. A unique ticket number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into the ServiceNow system
The Payroll Customer Support Project Assistant supports Department of State employees and retired annuitants and their payroll related inquiries. Project Assistants will use Knowledge Base, Department of State systems (GFACS, DIS, EEX Admin etc.) to provide first contact resolution whenever possible. Additionally, they will follow the Payroll Helpdesk Quality Assurance (QA) program. The QA program monitors employee output and provides specific feedback on performance and consistent coaching and training for employee development. The Quality Control Program (QCP) ensures:
1. Accuracy and quality of customer interactions (phone and email)
2. Provides feedback on strengths and areas of improvement
3. Provides coaching and on-the-job training when applicable
4. Provides feedback to team leads and management
5. Ensure that the Payroll Customer Support Desk voicemail is addressed both at the beginning of the day and throughout the day
6. Provide front-line payroll customer support, based upon a team schedule, for incoming customer questions, ticket and customer assistance according to Payroll Customer Support desk procedures
7. Strive to meet our Service Level Agreement of answering incoming Payroll Customer Support e-mails. Create ServiceNow tickets to record the details of the issue and to document the receipt of the customer’s initial contact
8. Update ServiceNow tickets any time that additional correspondence or research is performed on behalf of the customer and close a ServiceNow ticket if the issue is confirmed as resolved with the customer or when confirmation is received by department analysts responsible for resolution
9. Assist the customer through the entire process of research, gathering data, performing analysis, and resolving the issue for both emails
10. Research DoS information sources to assist in answering client questions (GFS Knowledge Base, Ask HR, numerous web sites, Foreign Affairs Manual, Foreign Affairs Handbook, Thrift Savings Plan (TSP), and other reference documents prepared in-house)
11. Refer unresolved issues to the appropriate department or office following Retirement or American Pay and Payroll Customer Support procedures
12. As part of research time activity, follow-up on tickets pending longer than one week by following up with the appropriate contact to determine the ticket’s status
13. Per established ISO 9001 Work Instruction guidelines, appropriately identify select Payroll and Retirement tickets which are critical to the success of GFS’s business as “Level II”. Escalate Level II tickets following Payroll Customer Support procedures and perform regular follow-up on the status of the tickets
14. Support ISO 9001 requirements by reviewing existing RDs (Reference Documents) to ensure they are relevant and consistent with customer needs and CGFS policy requirements
15. Escalate issues to the Payroll Customer Support staff or team leadership as appropriate
Ensure constant coverage of the support Desk between the hours 8:30 to 4:30 for Monday through Friday
Qualification
Required
Experience performing analysis 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
Critical Thinking Skills
Strong communication skills for phone and email customers, including escalated tickets
Microsoft Office Suite 365
Superior verbal and written communication and organizational skills
Experience with relevant financial management systems and ability to analyze complex requirements, develop alternate solutions, and perform evaluations of a wide range of systems and related financial services support issues
Performs as an analyst supporting design, implementation, and testing of accounting and financial management systems
Works as a team member analyzing task requirements, developing work plans, executing assignments, and preparing documentation
The Department prefers candidates that have experience with some of the systems and technical environments supporting accounting and financial services, performing help desk support for large, complex financial system implementations, and knowledge of Federal accounting/financial management policies, practices, operations, and procedures
Functional expertise and experience in Federal accounting operations, policies practices, reporting and business processes/requirements are desirable
Preferred
Accounting procedures, policies, and operations
Federal payroll, high volume call center, or customer help desk experience
Company
Integrated Finance & Accounting Solutions (IFAS)
A professional services firm that applies integrated finance and accounting solutions..
Founded in 2007
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Tabatha Turman
Chief Executive Officer
Mark Rados
Chief Financial Officer
Company data provided by crunchbase