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    Duties

    Summary

    Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information.

    WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at www.jobs.irs.gov

    Learn more about this agency

    Responsibilities

    WHAT IS THE OFFICE OF ONLINE SERVICES (OLS) DIVISION?
    A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

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

    • Incumbent leads, manages, and/or supports digital programs and projects through their full lifecycle, in support of the agency's missions and initiatives to improve customer experience. Project specific requirements may include: problem definition and market opportunities; leading creative design and development of online products and services, including conducting elaboration, visioning and/or service design activities; developing business cases and working with business owners to develop and analyze requirements and define features; creating user stories and epics, establishing milestones and priorities, identifying features and supporting development of a minimum viable product; supporting business owners through the agile or other development process including sprint planning and backlog grooming; user testing, including defining acceptance criteria, guiding and informing key usability testing metrics, writing test plans and conducting testing; measuring and reporting on performance post- deployment, supporting business training, troubleshooting, and other operations and maintenance activities.
    • Incumbent develops, coordinates, modifies and maintains product-specific roadmaps and project plans as assigned, incorporating studies, analysis/analytics, journey maps, and considering available resources, strategic goals, and business initiatives. Uses analysis to develop product portfolio strategies, product lifecycles and roadmaps that include performance tracking metrics and rationalization strategies. Establishes, understands, maintains, and analyzes digital business requirements and digital engagement of taxpayers, including the risks and opportunities presented by potential digital solutions. Bases decisions on data from a variety of sources including but not limited to Google Analytics and customer satisfaction surveys; uses data to uncover trends, preferences and other information that can be used to improve customer experience. Works closely with business representatives to create common understanding; communicates findings and recommendations to stakeholders.
    • Meets with managers and stakeholders within and outside the Service to define the goals and objectives of projects and programs; negotiates with stakeholders across the Service to obtain resources and support; conducts briefings and prepares comprehensive reports to keep stakeholders and leadership advised of plans and progress. Incumbent is adept in all aspects of project planning, execution, and implementation, including integration of the customer experience into concept development, requirements gathering and analysis, identification of new methods, trends, and techniques, and using research to better support the design and development of online interactions.
    • Leads, coordinates, and/or develops guidelines, procedures, and operational changes in support of the introduction of digital services into existing or new tax administration programs. Coordinates outreach across Online Services' stakeholders to review digital products and associated changes to policies, procedures, legislation, and operations to secure buy-in, document, and when necessary, to secure approval to implement elements of the Internal Revenue Manual.

    Travel Required

    Occasional travel - You may be expected to travel for this position.

    Supervisory status

    No

    Promotion Potential

    None

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    Requirements

    Conditions Of Employment

    STANDARD POSITION DESCRIPTIONS (SPD):
    PD99441

    Visit the IRS SPD Library to access the position descriptions.

    - We may select from this announcement or any other source to fill one or more vacancies.
    - The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages.
    - This is a non-bargainingunit position.
    - Tour of Duty: Monday-Friday 8:00a.m.-4:30 p.m.
    - Alternative work schedule, staggered work hours or telework may be available.
    - If you are in a telework eligible position, you may be directed to temporarily telework on a full-time basis due to COVID 19. Employees must be within a 150-mile radius of their official assigned post-of-duty (POD) while in a telework status. Once normal operations resume, employees may be directed back to the office to perform the duties of their position. Telework eligibility does not guarantee telework; employees must meet and sustain IRS telework eligibility requirements and supervisor's approval to participate in the IRS Telework Program. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.

    Qualifications

    Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. 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/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-14 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience for this position includes: Using analytical and evaluative methods to analyze facts, draw conclusions, and recommend solutions, in order to determine the extent of Online Services' compliance with new legislation and/or regulations. Experience with market research requirements, gathering and analysis, integration and utilization of analytics, and problem solving leading to the development of project roadmaps, project plans, business cases, and a minimum viable product (MVP) definition. Experience with emerging media and digital policies, products, and technologies, and how they can be used to improve digital customer experience. Experience with omni-channel communication strategies including collecting and sharing data between different online platforms. Experience with digital/multi-media marketing, in order to combine different forms of media to reach an audience and build brand recognition, using digital channels such as mobile, and/or social media. Experience with web analytic techniques to track and analyze data regarding web traffic to enable assessing and improving the customer experience of a website or application. Experience with data visualization techniques in order to communicate data or information clearly and efficiently to users. Experience using Federal standards related to plain language, commercial and Federal best practices for editorial techniques and digital communication principles related to content deployed through a digital platform.

    AND

    MEET TIME IN GRADE (TIG) REQUIREMENT: 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 more information on qualifications please refer to OPM's Qualifications Standards.

    Education

    For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time, but you must provide an SF-50 documenting you held this job series. An official transcript will be required if you are selected.

    • Note: If substituting Superior Academic Achievement (SAA) for experience at the GS-7 level, please note that grade-point averages are rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9. The Qualifications requirements above will reflect if SAA is accepted for this position and the online questionnaire will offer the option to select SAA as a qualifying response.

    A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

    FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

    Additional information

    Nine (9) vacancies to be filled in any of the following locations:

    • National Office, 1111 Constitution Ave Nw, Washington, Dc, Dc 20224-0002E.
    • Green - W.Wyatt Fb, 1220 Sw 3Rd Ave, Portland, Or 97204-2825
    • New Carrollton, 5000 Ellin Rd, Lanham-Seabrook, Md 20706-1348
    • Jfk Federal Building, 15 New Sudbury Street, Boston, Ma 02203-0208
    • Philly Consolidation, 2970 Market Street, Philadelphia, Pa 19104
    • Brookhaven Service Center, 1040 Waverly Avenue, Holtsville, Ny 11742-1129
    • Irs Service Center, 1160 W 1200 S, Ogden, Ut 84404-5402
    • Peachtree Summit Fb, 401 W Peachtree St, Atlanta, Ga 30308-3510
    • Robert A Young Federal Building, 1222 Spruce, St. Louis, Mo 63103-28182
    • Metrotech Center, 2 Metrotech Center, Brooklyn, Ny 11201
    • John W Peck Fb, 550 Main Street, Cincinnati, Oh 45202-3222

    How You Will Be Evaluated

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

    Rating: Your application will be evaluated in accordance with the Service's Merit Promotion Plan. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

    • Business Results ? Efficiency
    • Business Results ? Quality
    • Current Business Operating Division (BOD) and Job Series
    • Customer Satisfaction ? Application
    • Customer Satisfaction ? Knowledge
    • Employee Satisfaction - Employee Contribution
    • Performance Appraisal


    Your application will also be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. IRS employees may obtain their most recent awards listing at https://persinfo.web.irs.gov/. 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.

    Referral: A category-like rating (Quality Group) will be used to rate, rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, Superior/Best Qualified, Highly Qualified and Qualified.

    If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site.

    If you are a displaced or surplus Federal employee eligible for Career Transition Assistance Plan (CTAP), you must receive a score of Highly Qualified or better to be rated as well qualified to receive special selection priority.

    Background checks and security clearance

    Security clearance

    Not Required

    Drug test required

    No

    Position sensitivity and risk

    Moderate Risk (MR)

    Trust determination process

    Suitability/Fitness

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    Required Documents

    The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.

    1. Resume - Your resume MUST contain hours worked per week and dates of employment (i.e., month/year to month/year or to present). We recommend that your resume not exceed 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications. If you include Federal service experience, provide your pay plan, series and grade, i.e. GS-0301-09. Your resume must NOT include photographs, inappropriate content, or personal information such as age, gender, religion, social security number. If your resume does not contain the required information specified, or contains prohibited information as listed above, your application will be determined incomplete, and you will not receive consideration for this position. (Cover letters are optional.) Please view Resume Tips.
    2. Online Application - Questionnaire responses
    3. Proof of Enrollment or Education (if applicable) - For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, see Education Section above.
    4. Performance Appraisal/Awards - You MUST submit a copy of your most recent completed performance appraisal. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
    5. Registration/License (if applicable) - active, current registration/license
    6. IRS Reassignment Preference Program (RPP) (if applicable) - You MUST meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.
    7. Career Transition Assistance Plan (CTAP) (if applicable) - You MUST submit the required documentation as outlined at: Career Transition Assistance Plan (CTAP). If you are an IRS CTAP eligible, you can apply for jobs within and outside the commuting area. If you are a Treasury CTAP eligible can apply for jobs within the commuting area.
    Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible).

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    Benefits

    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

    https://www.jobs.irs.gov/resources/benefits

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

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    How to Apply

    The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on 10/26/2021 and/or cut-off dates in this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 10/26/2021.

    To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/11255777

    • To begin the application process, click the "Apply Online" button.
    • You will be re-directed to USASTAFFING to complete your application process; answer the online questions and submit all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need was not imported from USAJOBS, you may upload it directly into this application. To protect your privacy, we suggest you first remove your SSN).
    • To complete, you must click the "Submit Application" button prior to 11:59 PM (ET) on 10/26/2021.
    To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://my.usajobs.gov/Account/Login). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.

    To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login . All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

    Agency contact information

    (ERC) Employee Resource Center

    Address

    Human Capital Office Front Office COS
    1111 Constitution Ave NW
    Washington, DC 20224
    US
    Learn more about this agency

    WHY IS THE IRS A GREAT PLACE TO WORK? As an IRS employee, you will feel proud knowing you helped make America stronger while working at one of the world's biggest financial institutions. You will be part of an organization that collects over $2 trillion in revenue and processes over 200 million tax returns annually. We are proud of how we apply the tax law with integrity and fairness to all. The IRS hires talented and dedicated individuals from many backgrounds, including accounting, business, finance, law enforcement and information technology. You will be challenged & supported on a daily basis. Whether you are just starting out or looking for a new opportunity, consider an IRS career.

    The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

    Next steps

    Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at https://www.jobs.irs.gov/midcareer/reasonable-accommodation.html. We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis; please contact us if you require this for any part of the application and hiring process.

    Once your application package and online questionnaire is received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you. You may check the status of your application for this position at any time by logging onto the USAJOBS "My Account" tab and clicking on "Application Status." For a more detailed update of your application status, you may click on "more information." Please notify us if your contact information changes after the closing date of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.

    As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/617177000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.