** Customer Service Analyst**

**Department of Housing and Urban Development**

**Location**

2 vacancies in the following location:

** Relocation expenses reimbursed**

No

** Telework eligible**

Yes as determined by agency policy

** Clarification from the agency**

U.S. citizens or U.S. Nationals; no prior Federal experience is required.

**Duties**

** Summary**

This position is located at **Department of Housing and Urban Development**, **Government National Mortgage Association Ginnie Mae**.

This opportunity isalso open to Status eligibles under announcement **21-HUD-1285.** Please refer to that announcement for details on open period, eligibility, and how to apply.

**Responsibilities**

The following are the duties of this position at the **GS-11**. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

As a **Customer Service Analyst**, you will:

+ Analyze trouble tickets which include researching and evaluating a wide range of complex functions and activities in CSM, related to Mortgage-Backed Security lifecycle.

+ Respond to customer reports of system problem requests. Prioritize, schedule, and track requests and problems identified to ensure timely and complete responses to users.

+ Manage a triage system that organizes help desk tickets and questions by urgency and severity and assign that ticket to the appropriate Senior Analyst.

+ Monitor and report on the status and progress of work and review completed work to ensure the supervisor's instructions on work priorities, methods, deadlines, and quality have been met. **Travel Required**

Not required

** Supervisory status**

No

** Promotion Potential**

11

**Requirements**

** Conditions of Employment**

The official duty station for this position will be in **Washington, District of Columbia**. Failure to report to duty at this location may be grounds for a disciplinary action, including removal.

**Key Requirements:**

* Please refer to "Conditions of Employment."

* Must be U.S. Citizen or U.S. National ** Qualifications**

You must meet the following requirements by the closing date of this announcement.

**Specialized Experience:**

**For the GS-11: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the federal service. Specialized experience for this position includes:**

- Utilizing a service desk tracking tool, such as the ServiceNow CSM application, to track and monitor customer events, including transactions, comments, complaints, and resolutions; **AND**

- Developing, writing, and editing job aids, training materials, scripts, and Q&A; **AND**

- Running reports and analyzing common issues, complaints, and problems in order to develop solutions or recommendations for improvements; **AND**

- Researching and evaluating a wide range of intricate functions and activities to solve issues related to work in the Housing industry.

**OR

Education:** Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related,

**OR

Combination of experience and education:** To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent. Only graduate level education in excess of the first 36 semester hours (54 quarter hours) may be combined to be considered for qualifying education.

**For the GS-09: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the federal service. Specialized experience for this position includes:**

- Using a service desk tracking tool, such as the ServiceNow CSM application, to track and monitor customer events, including transactions, comments, complaints, and resolutions; **AND**

- Running reports to assist with the analysis of data to determine common issues and opportunities for improvement.; **AND**

- Acting as a liaison to clients and customers to assist in the resolution of issues related to work in the Housing industry.

**OR

Education:** Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related,

**OR

Combination of experience and education:** To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent. Only graduate level education in excess of the first 18 semester hours (27 quarter hours) may be combined to be considered for qualifying education.

Experience may have been gained in either the public, private sector or **.** One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your resume.

**Education**

**Additional information**

**OTHER INFORMATION:**

+ We may select from this announcement or any other source to fill one or more vacancies.

+ Relocation expenses will not be paid.

+ Recruitment incentive may be offered.

+ This is a **bargaining** unit position.

+ This position is **Non-Exempt** from the Fair Labor Standards Act (FLSA).

+ HUD offers alternative and flexible work schedules. **CONDITIONS OF EMPLOYMENT:**

+ A one year probationary period may be required.

+ Must successfully complete a background investigation.

+ Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.

+ Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.

+ If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.

+ Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. HUD employees are subject to a number of government-wide and HUD specific ethics laws and regulations, including restrictions on working in a real estate related business, and having Section 8 tenants, along with other prohibited interests and activities. To review applicable ethics rules and HUD specific restrictions, please visit . ** How You Will Be Evaluated**

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your rsum, responses to the online questions, and required supporting documents. Please be sure that your rsum includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your rsum may result in a "not qualified" determination.

**Rating**: Your application will be evaluated in the following areas: **Customer Service, Systems & Technology, and Technical Competence** .

Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories: **Best Qualified**, **Better Qualified**, and **Qualified (Good)** depending on your responses to the online questions, regarding your experience, education, and training related to this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.

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