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Command Center Analyst (Administrative Officer 2)

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Command Center Analyst (Administrative Officer 2)

Salary

$59,345.00 - $90,211.00 Annually

Location

Dauphin County, PA

Job Type

Non-Civil Service Permanent Full-time

Job Number

N-2025-38627

Department

Department of Revenue

Division

RV Cstmr Exp Ctr Dir Stf

Opening Date

12/19/2025

Closing Date

1/1/2026 11:59 PM Eastern

Job Code

08640

Position Number

50296681

Union

Non Union

Bargaining Unit

A3

Pay Group

ST07

Bureau / Division Code

00181600

Bureau / Division

Customer Experience Center Director's Staff

Worksite Address

393 Walnut Street

City

Harrisburg, Pennsylvania

Zip Code

17128

Contact Name

Ashley Conrad

Contact Email

[email protected]

+ Description

+ Benefits

+ Questions

THE POSITION

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 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.

DESCRIPTION OF WORK

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. Work involves identifying and resolving challenges related to workflow, technology, quality, staffing, and other operational issue to ensure timely assistance to taxpayers. You will have the opportunity to 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. You will then be able to provide insight to management and facilitate 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

Interested in learning more? Additional details regarding this position can be found in the position description (https://careers.employment.pa.gov/pd/PD\_NEOGOV.asp?p=50296681) .

Work Schedule and Additional Information:

+ 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. Additional details may be provided during the interview.

+ 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.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements:

+ 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.

Additional Requirement:

+ You must be able to perform essential job functions.

Preferred Qualifications (not required):

+ Strong analytical skills

+ Experience using Excel, Power BI, or SQL

+ One year of supervisory or reporting experience in Genesys

Legal Requirements:

+ 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.

How to Apply:

+ Resumes, cover letters, and similar documents willnotbe reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).

+ If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.

+ Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.

+ Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

+ Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

+ 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !

See the total value of your benefits package by exploring ourbenefits calculator.

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning

We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance

We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture

We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks

Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visitwww.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

01

Have you been employed by the Commonwealth of Pennsylvania as an Administrative Officer 1 for one full year or more?

+ Yes

+ No

02

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

03

How many years of full-time experience do you possess in varied office management or staff work in a public or private organization, including experience in personnel management, budgeting, or procurement?

+ 3 years or more

+ 2 but less than 3 years

+ 1 but less than 2 years

+ Less than 1 year

+ None

04

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

05

What level of college coursework have you completed in business administration, public administration, human resources, strategic leadership, or other related areas? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.

If your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visitingwww.naces.org (”www.naces.org”target=_blank”) and clicking the Evaluation Services Link.

You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.

+ Master's degree or higher

+ Bachelor's degree

+ Some coursework

+ None

06

Preferred Qualification:Do you have experience using Excel, Power BI, or SQL?

+ Yes

+ No

07

Preferred Qualification:Do you have at least one year of supervisory or reporting experience in Genesys?

+ Yes

+ No

Required Question

Employer

Commonwealth of Pennsylvania

Address

613 North Street

Harrisburg, Pennsylvania, 17120

Website

http://www.employment.pa.gov