Clarification from the agency

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

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

Vacancies will be filled in the following specialty areas:
IT - User and Network Services.

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.

• Provides technical assessment of the contact or work reviewed by rating key attributes developed by the IT Embedded Quality Core team such as customer accuracy, procedural accuracy, customer satisfaction, and timeliness. Records for each contact reviewed which incorporates the scoring of attributes and provides specific feedback on areas where errors were detected.
• Provides advice, guidance and recommendations to management in the Customer Services Support organization, Policy and Procedures, IRM authors, CSS analysts for the purpose of maintaining a consistent, high level of quality for the service provided to the customer. Recommendations and advice are based on quality review results and analysis performed. Participates in problem identification, and issue resolution evaluating quality review data using data collection and analysis to make recommendations for improvement in the Customer Service Support operations.
• Completes evaluative reviews on customer contacts (phone, chat, web, email, etc.) via contact recording or remote monitoring on the various IT service offerings within the Customer Service Support (CSS) operations as well as reviewing KISAM interactions, incidents, and requests by evaluating the technical accuracy of the contact, proper triage, adherence to procedural and technical requirements and assessing timeliness and customer satisfaction.

Conditions of employment

STANDARD POSITION DESCRIPTIONS (SPD):
PD99309
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.

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-12 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience for this position must include: Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving. Specialized experience for this position includes: Experience that demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. This knowledge is generally demonstrated through assignments that required the ability to analyze a number of alternative approaches in the process of advising management concerning major aspects of IT system design. This would include defining what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project. At this grade level your experience should be sufficient to demonstrate the following: Leading IT projects from design to support; evaluating the effectiveness of installed systems and services; and providing advice on and devising solutions to a wide range of IT issues; Responding to customer service problems resulting from catastrophic events, such as virus infections or power outages; Consulting with experts in other specialty areas to develop integrated action plans; Issuing technical bulletins via the intranet to inform customers of problems and to instruct them in taking necessary actions; and developing and updating customer support policies and procedures to ensure appropriate responses to future incidents of a similar nature.

AND

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.