Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework 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. You must meet the following requirements by the closing date of this announcement. SPECIALIZED EXPERIENCE GS-12 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position must include: Working with telephone systems to ensure the systems are functioning as required, recognizing and troubleshooting problems, and providing solutions to problems identified; Applying interpersonal techniques to establish and maintain effective relationships with and gain confidence and cooperation of supervisors to accept explanations and recommendations on complex issues; Applying oral and written communication techniques to prepare responses; Conducting studies and projects to increase productivity and efficiency in programs; Recommending solutions to problems identified; Completing necessary documentation for administrative duties; Developing reports using ACEYUS, ETD, Excel, Verint, and other data sources to target areas where the site is excelling or has a deficit AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): Current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". AND TIME IN GRADE (TIG): For positions above the GS-05,applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-5, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions. For more information on qualifications please refer to OPM's Qualifications Standards.