Payroll Customer Support Help Desk Analyst (Onsite)

Essential Job Functions

The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC, requires a Payroll Customer Support Help Desk Analyst on the Payroll Customer Support Desk. IFAS is hiring multiple temporary positions for a one-year period to support departing Department of State employees with payroll and financial questions and actions.

The Office of Customer Engagement 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 project support to American employees and retirees. The contractor shall perform these services under DoS Customer Support Management.

Job Responsibilities

• ServiceNow: ServiceNow is an online database for tracking initial communication and ongoing dialogue with customers until final resolution, allowing the closure of trouble tickets. Phone calls, emails, and customer inquiries are tracked within the ServiceNow system. A unique ticket number is automatically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into ServiceNow.
• The Payroll Customer Support Help Desk Analyst supports DoS employees and retired annuitants with payroll-related inquiries. Analysts will use the Knowledge Base and DoS systems such as the Global Financial Accounting and Control System (GFACS), Domestic Integrated System (DIS), and Employee Express (EEX) Administrator to provide first-contact resolution whenever possible. They will also follow the Payroll Help Desk Quality Assurance (QA) Program, which monitors employee output and provides specific feedback, coaching, and training for employee development. The Quality Control Program (QCP) ensures:
• Accuracy and quality of customer interactions (phone and email)
• Feedback on strengths and areas for improvement
• Coaching and on-the-job training when applicable
• Feedback to team leads and management
• Ensure that the Payroll Customer Support Desk voicemail is addressed at the start of the day and throughout the day.
• Provide front-line payroll customer support, based on the team schedule, for incoming customer questions, tickets, and assistance according to Payroll Customer Support Desk procedures.
• Strive to meet the Service Level Agreement (SLA) for answering incoming Payroll Customer Support emails. Create ServiceNow tickets to record issue details and document receipt of the customer’s initial contact.
• Update ServiceNow tickets whenever additional correspondence or research is performed on behalf of the customer. Close tickets once resolution is confirmed with the customer or when confirmation is received by DoS analysts responsible for resolution.
• Assist customers through the entire process of research, data gathering, analysis, and resolution of issues (phone and email).
• Research DoS information sources to assist in answering client questions, including the CGFS Knowledge Base, Ask HR, various websites, the Foreign Affairs Manual (FAM), the Foreign Affairs Handbook (FAH), the Thrift Savings Plan (TSP), and in-house Reference Documents (RDs).
• Refer unresolved issues to the appropriate department or office following Retirement, American Pay, and Payroll Customer Support procedures.
• Follow up on tickets pending longer than one week by contacting the appropriate office to determine status.
• Per established International Organization for Standardization (ISO) 9001 Work Instruction guidelines, identify Payroll and Retirement tickets critical to CGFS operations as “Level II.” Escalate Level II tickets following Payroll Customer Support procedures and perform regular follow-ups on their status.
• Support ISO 9001 requirements by reviewing existing RDs to ensure they remain relevant and consistent with customer needs and CGFS policy requirements.
• Escalate issues to Payroll Customer Support staff or team leadership as appropriate.
• Ensure constant coverage of the Support Desk between 8:30 a.m. and 4:30 p.m., Monday through Friday.

Required Skills

• Experience performing analysis and working independently within a team to efficiently answer customer questions.
• Experience working with web-based or client-server technologies and performing business systems analysis.
• Strong critical thinking skills.
• Strong communication skills for phone and email interactions, including escalated tickets.
  
  

Desired Skills

• Effective listening
• Tact and patience
• Positive persuasiveness
• Attentiveness and courteousness
• Ability to multi-task and shift between situations quickly
• Proficiency in Microsoft 365 (Office Suite)
• Superior verbal, written, and organizational skills
  
  

Preferred (Not Required)

• Knowledge of accounting procedures, policies, and operations
• Federal payroll, high-volume call center, or customer help desk experience
  
  

Minimum Requirements

• Experience with relevant financial management systems and ability to analyze complex requirements, develop alternate solutions, and evaluate a wide range of systems and related financial services support issues.
• Ability to support the design, implementation, and testing of accounting and financial management systems.
• Experience as a team member analyzing task requirements, developing work plans, executing assignments, and preparing documentation.
• Preferred experience with systems and technical environments supporting accounting and financial services, 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, including policies, practices, reporting, and business process requirements, is highly desirable.