Clarification from the agency

Open to IRS Career/Career-Conditional, Treasury/IRS CTAP, & IRS RPP employees

WHAT IS THE Office of Online ServicesDIVISION?
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 this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

• Define problems, design research studies, conduct qualitative and quantitative research and usability testing, evaluate findings and recommend evidence-based solutions. Track UX research needs and goals and work with site metrics tools to conduct quantitative analysis of user behaviors and investigate ways to improve the end-user interaction with computer programs to increase satisfaction, brand loyalty, and overall use.
• Conduct UX research identifying the probable causes of digital service experience variances. Select and apply the most effective UX methodology and applications and ensure that project and study teams use appropriate UX research and analysis methodologies appropriate to solving UX problems; determining the types of data to be collected, formulating study methodologies, assisting functional activities in the implementation of taxpayer segments and analyzing data.
• Conduct activities associated with running a usability study, such as recruiting and screening participants with or without participant incentive, scheduling sessions, and writing test plans and scripts. Participate in studies, panels, and teams focusing on Servicewide policy statements and other written guidelines and recommendations governing the development or modification of user experience designs, prototypes and specifications.

Conditions of employment

STANDARD POSITION DESCRIPTIONS (SPD):
PD98882, PD98881, PD98883, and PD98881
Visit the IRS SPD Library to access the position descriptions.

• Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. 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.
• Obtain and use a Government-issued charge card for business-related travel.
• Subject to a 1-year probationary period (unless already completed).
• We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.
• 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 bargaining unit position.
• Tour of Duty: Full-time, Day shift
• Alternative work schedule, staggered work hours or telework may be available.

If the position(s) are no longer needed prior to the closing date, this announcement may be closed early. This is an open continuous announcement which will be used to fill vacancies in the locations listed as they become available for the next 12 months contingent upon funding and space requirements. Applicants must apply and/or update their applications by 11:59 pm ET at the close of the following cutoff dates to be considered: Cutoff date(s): 6/12/23, 8/14/23, 10/16/23, 10/23/23, 12/18/23, 2/19/24. This announcement may be amended to include additional cut-off dates within the 12-month period if needed, not later than 10 days prior to the additional cut-off date(s). Eligible applicants who apply by the initial cut-off date, will be referred in score order. If additional vacancies exist, remaining applicants will be considered in score order as needed. Selections from this announcement may be made no later than (NLT) 6/12/24.

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:

GS-9 SPECIALIZED EXPERIENCE:
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service: Experience analyzing evaluating and planning processes and techniques to research the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions to provide improved user experience in navigating websites. Using new and emerging UX technologies to make recommendations and to present a consistent branded and user-centric digital experience. Experience preparing draft reports and other substantive guidelines and materials; Conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience.
OR
You may substitute education for specialized experience as follows: Master's or equivalent graduate degree or two full years of progressively higher-level graduate education leading to a master's or equivalent graduate degree
OR
LL.B. or J.D., if related.
OR
At least 1 year of combined graduate education and experience as defined in paragraphs above.

GS-11 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service: Specialized experience for this position includes analyzing, evaluating and planning processes and techniques to research and
provide advice on the design, content creation and development strategies for the Web,
mobile devices, and other digital taxpayer experiences. Experience using current UX
based research solutions and analytical methods to provide improved user experience in
navigating websites. Experience using new and emerging UX technologies to recommend
alternatives and/or changes in methods, processes and techniques to present a
consistent branded and user-centric digital experience. Experience conducting studies
using journey mapping, service blueprints, user stories, eco system maps and personal
development to help improve customer experience and new product capabilities.
Experience using workload management techniques to establish priorities and manage
deadlines. Preparing draft reports and other substantive guidelines and materials.
OR
You may substitute education for specialized experience as follows: a Ph.D. or equivalent doctoral degree in a related field of study at an accredited college or university.
OR
3 full years of progressively higher-level graduate education leading to a Ph.D. degree in a related field of study. OR
LL.M., if related OR At least 1 year of combined graduate education and experience as defined in paragraphs above.

GS-12 SPECIALIZED EXPERIENCE:
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 includes: Experience using analytical, evaluative, and planning processes and techniques (quantitative and qualitative) to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience Using current UX based research and analytics methods to conduct studies, deliver findings and advise management on service delivery or recommend changes including new policy or policy changes. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes, and techniques to present a consistent branded and user-centric digital experience. Using UX based research solutions to provide improved user experience in navigating websites. Experience identifying and assessing research needs to determine those that would be useful to audiences. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and persona development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials to make recommendations to management.

MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks.

AND

TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, 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".

For more information on qualifications please refer to OPM's Qualifications Standards.

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 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 on the Critical Job Elements (CJE) of the position to be filled, in accordance with Article 13 of the IRS/NTEU National Agreement. Your application will also be rated and ranked among others, based on your responses to the online questions/assessment. Your experience, education, training, prior performance, and awards, relevant to the position being filled, will be considered throughout the hiring process. IRS employees may obtain most recent awards listing at https://persinfo.web.irs.gov/.

Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). 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 80 or better to be rated as well qualified to receive special selection priority.